What are the Types of Chats in MyOperator?

What are the Types of Chats in MyOperator?

In MyOperator, all chats fall into two types: Active (Bot-Only) and Requesting (Agent-Handover). This split ensures routine queries are handled instantly by bots while complex cases are escalated seamlessly to agents.

🤖 Active (Bot-Only) Chats

Trigger:

  • Visitor asks a routine FAQ.
  • Bot confidence ≥ threshold (e.g., 80%).

What Happens:

  • The chatbot replies instantly (<1 sec).
  • No human agent sees the thread.

Outcome Metrics:

  • Bot-resolution %
  • Avg. response time

📸 Screenshot: Active Chats queue in Inbox showing bot-resolved conversations.
Alt text: MyOperator Inbox highlighting Active Chats handled by the bot.

👩‍💻 Requesting (Agent-Handover) Chats

Trigger:

  • Visitor taps “Talk to an agent.”
  • Bot confidence < threshold.
  • Bot detects frustration/negative sentiment.

What Happens:

  • The system moves the thread to the Requesting Chats queue.
  • A live agent joins with the full transcript.

Outcome Metrics:

  • Agent-handover %
  • First-response SLA (e.g., 30 sec)
  • CSAT after hand-off

📸 Screenshot: Requesting Chats queue showing incoming agent alerts.
Alt text: MyOperator Inbox highlighting Requesting Chats queue.

đź’ˇ Why the Split Matters

  • Lower cost, faster replies → Routine FAQs never hit the agent queue.
  • Seamless hand-offs → Customers don’t repeat themselves.
  • Better reporting → Separate metrics for bot resolution vs agent handover help improve the bot and staffing models.

đź“‚ How to View Chat Types in Inbox

  1. Go to Inbox.
  2. In the left sidebar, select Active Chats or Requesting Chats.
  3. Use Filters › Chat Type to isolate bot-only vs agent-handover conversations.

API Example: Fetch Requesting Chats Only

curl -X GET "https://api.myoperator.example/v1/chats?type=requesting" \ -H "Authorization: Bearer YOUR_API_TOKEN"

Result: Returns only chats escalated to agents.

⚠️ Edge Cases & Limitations

Scenario

Behavior

Workaround

Bot confidence fluctuates mid-chat

If score drops below threshold, chat escalates mid-thread

Adjust threshold or add training data

SLA vs idle-timeout conflict

SLA may fire before idle timeout closes chat

Align SLA timers under Settings › Inbox › SLA

Multi-language bot

Confidence varies by language

Set per-language escalation rules

🔧 Troubleshooting

Symptom

Possible Cause

Fix

Chats not appearing in Active

Bot not enabled

Enable chatbot under Settings › Chatbot

Chats not escalating

Threshold too low

Increase threshold to 80–85%

Wrong queue assignment

Routing override applied

Recheck Escalation Rules

đź“© Next Steps