What chat types does MyOperator support, and how do I configure and handle Active vs Requesting Chats?
⚡ Quick answer -
MyOperator classifies every conversation as either:
- Active Chat = bot resolves the query without a human, and
- Requesting Chat = bot hands the thread to an agent. Configure the switch-over with Escalation Rules (confidence threshold + idle timeout). Agents intervene from the Requesting queue, reply, then click Resolve to return control to the bot or archive the thread.
When should I use this guide?
Use these instructions if you (a) own chatbot escalation rules, (b) staff the live-chat Requesting queue, or (c) audit SLA / CSAT metrics for bot vs agent handling.
1. Overview: Active vs Requesting
Active (bot-only) and Requesting (agent-handover) chats form a closed loop:
Alt-text: user–bot loop and escalation to agents.
Why does it matter?
• Zero human cost for FAQs (Active).
• Seamless hand-offs (Requesting).
• Separate KPIs: bot-resolution %, agent-handover %, CSAT.
2. How Active Chats work
Trigger → Result table
Trigger | Result |
Bot confidence ≥ threshold (default = 0.80) | Chat stays Active; bot replies in < 1s. |
The visitor's question was fully answered | Thread auto-closes after Idle Timeout (default = 10 min). |
Visitor taps “Talk to an agent” OR bot confidence < threshold | Chat moves to the Requesting queue; agents alerted. |
Key metrics
• Bot-resolution %
• Avg. response time
3. How Requesting Chats works
Trigger → Result table
Trigger | Result |
Visitor taps “Talk to an agent” | Thread appears in the Requesting queue. |
Bot confidence < threshold | Thread escalates mid-conversation. |
Negative sentiment detected | Optional custom rule escalates. |
Post-resolution path:
- Agent clicks Resolve.
- Chat disappears from the Requesting queue.
- Transcript returns to standard history; automation can resume if enabled.
4. Configure Escalation Rules
- Go to Settings › Chatbot › Escalation Rules.
- Set Confidence Threshold (0-1; default 0.80).
- Define Idle Timeout in seconds (default 600).
- Save. Changes apply instantly.
5. Agent workflow: intervene & resolve
Step | Action |
1 | Open Live Chat → Requesting. |
2 | Click Intervene to claim a chat. |
3 | Respond in real time. |
4 | Click Resolve to close or hand back to the bot. |
Expected outcome: Chat leaves the Requesting queue, SLA timer stops, and metrics log an agent handover.
When intervention is NOT possible
• Chat is already closed or resolved.
• Customer has left the chat and the session expired (≥24 h).
• Your role is Viewer—no chat permissions.
6. Edge cases & limitations
Scenario | Behavior | Workaround |
Bot confidence fluctuates mid-chat | Escalates unexpectedly | Add training data or raise the threshold. |
Multi-language bot | Confidence varies by language | Set per-language rules. |
“Already handled” pop-up | Another agent intervened first | Refresh queue; pick a different chat. |
Intervene button is greyed out | You lack the “Live Chat Agent” role | Ask an Admin to upgrade your role. |
SLA breached (red timer) | Chat waited too long | Intervene anyway and apologise for the delay. |
When does this NOT work?
If the chatbot is disabled, all new threads bypass Active and land directly in Requesting, negating bot-resolution metrics.
7. Troubleshooting checklist
Symptom | Possible Cause | Fix |
Chat doesn’t auto-close | Idle Timeout not set | Update Escalation Rules. |
The bot keeps escalating | Threshold too high | Lower to 0.70–0.75. |
Analytics show 0 % bot resolutions | Incorrect tagging | Re-check reporting filters. |
Keywords: MyOperator chats, Active Chat, Requesting Chat, chatbot escalation, confidence threshold, idle timeout, live-chat queue
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