Aimdoc

Live Chat

Aimdoc's live chat handover feature lets your sales reps take over the chat from the AI agent. There are several ways to configure these flows depending on how hands-on you'd like to be with the visitor experience.

Escalation Buttons

You can configure escalation buttons that allow visitors to proactively trigger escalations. When a visitor clicks an escalation button, your team will receive notifications through email and/or Slack.

To set up escalation buttons, see the Escalation Buttons section in the Customizations guide.

With Zapier on the Engage plan, you can configure Zaps to forward notification events wherever you'd like.

On the Convert plan, you can configure webhooks to build custom event-driven automations for all notification types.

Let your AI agent intelligently decide when to escalate conversations to a sales rep based on criteria you define.

Setup

  • Navigate to the agent you want to configure
  • Click Edit Agent to open the Agent Builder
  • Go to the Actions tab
  • Find the Notifications section and configure Escalations
  • Define the criteria your AI agent will use to determine when to escalate

How It Works

When the AI determines a conversation should be escalated based on your criteria, your sales team receives a notification containing a link to the escalated session.

  • Click the link in the notification to go directly to the live session view
  • Click Take over chat to start chatting directly with the visitor
  • The AI will hand control back after 6 minutes of inactivity

You will auto-disconnect from the visitor and the session will be handed back to the AI after 6 minutes.

Notification Requirements

Your sales reps must have escalation notifications enabled in their account settings to receive escalation notifications via email. Escalation notifications can also be sent to any Slack channel based on that channel's configuration.

Working Hours (Availability)

Working Hours let you control when teammates are considered available for live chat escalations.

How it works

  • If a rep enables Working Hours, Aimdoc will only treat them as available during their configured schedule (in their selected time zone).
  • If Working Hours is disabled, the rep is treated as available 24/7.
  • If no reps are available right now, Aimdoc won’t page anyone. The AI will continue the conversation and collect contact info for follow-up during business hours (or offer meeting booking if you have it configured).

Setup

  1. Each rep opens User Settings -> Working Hours.
  2. Toggle Enable Working Hours and select a time zone.
  3. Configure the weekly schedule.
  4. Make sure Escalation Notification is enabled under User Settings -> Notification Preferences.

Admins can also set working hours for teammates under User Settings -> Organization Settings (Team management).

Managing Sessions

In the Sessions tab (list view), you can monitor all active and past conversations.

What you can see:

  • Session owner (AI or specific rep)
  • The last rep to take over any given chat
  • Session status and history

You cannot take over a chat if it is already owned by another rep.

Was this page helpful?