What chat types does MyOperator support, and how do I configure and handle Active vs Requesting Chats?

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:

  1. Active Chat = bot resolves the query without a human, and
  2. 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:

image.png

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:

  1. Agent clicks Resolve.
  2. Chat disappears from the Requesting queue.
  3. Transcript returns to standard history; automation can resume if enabled.

4. Configure Escalation Rules

  1. Go to Settings › Chatbot › Escalation Rules.
  2. Set Confidence Threshold (0-1; default 0.80).
  3. Define Idle Timeout in seconds (default 600).
  4. 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