Assigning Agents and Joining Conversations

In BotSailor Live Chat, assigning agents and joining conversations is key to delivering personalized human support. Agents can take over a chatbot session, optionally send a signature message, and manage conversations efficiently. This ensures clear ownership and accountability while maintaining a professional user experience.

This guide explains how agent assignment works, how to join a chat, what happens to previously joined agents, and how to customize the signature message that welcomes users.

Feature Breakdown

1. Agent Assignment Panel

• Found under the "Chat Actions" section.
• Displays the currently assigned agent.
• Allows selection of a new agent via the Agent Dropdown Menu.
• When a new agent is selected, the existing agent is automatically removed from the session.

2. Join Chat & Signature Message

• Clicking Join Chat gives the agent control over the conversation.
• Send Signature Message to Subscriber is an optional checkbox.
• When enabled, it sends a personalized greeting from the agent.

3. Signature Message Behavior

• Displays as a green bubble inside the chat.
• Announces the agent has joined (e.g., "Conversation was joined by agent Rokia Shamrin.")
• Includes a pre-written message like:
  Hello There, this is Support Agent [Name] from BotSailor. I’m excited to assist you...

4. Tutorial & Shortcut Link

• A One Click Tutorial Link is available beside the Chat Actions label for quick video guidance.

Use Cases

• Customer Service Teams: Assign queries to available team members and track who is handling which user.
• Sales Teams: Greet leads personally when taking over a chatbot conversation.
• Shift Handover: When one agent ends their shift, another can join and continue the conversation seamlessly.
• Human Escalation: Bots can pause and allow a human to take over with a branded greeting.

Conclusion

Assigning agents and joining conversations in BotSailor Live Chat creates a smooth and professional customer experience. With signature messages and clear agent ownership, customers instantly recognize who’s assisting them. This boosts confidence, reduces confusion, and enhances support quality.

FAQs

Can more than one agent join the same chat?
No. When a new agent joins, the existing one is automatically removed from the session.

Is the signature message mandatory?
No, it’s optional. But it helps customers know they’re speaking with a real person.

Where can I set or edit my signature message?
Go to Dashboard > Team Account, then click on the agent’s profile to customize the message.

Will the customer be notified when an agent changes?
Yes, an admin note appears in the chat like: “Conversation was joined by agent [Name].”

Can I disable the ability to join chats for specific agents?
Yes, you can simply restrict any agent from joining a chat.