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 Skills tab and enable Skills
  • Create or edit a skill, then grant it the Escalate to a human tool
  • Define when the skill activates and instruct the agent when to escalate
  • Configure the skill's rep pool and assignment method

See Skills for the complete setup, including conditional escalation skills and CRM account-owner routing.

How It Works

When an active skill's instructions tell the AI to escalate, Aimdoc checks the eligible reps' availability and routes the conversation according to that skill. The notification contains 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.

Assign Escalations

Each escalation skill can use one of two assignment methods:

  • Notify everyone — eligible reps are notified and the first rep to take over owns the conversation.
  • Round-robin — Aimdoc assigns conversations across an ordered rep pool, skipping teammates who are outside their working hours.

You can also route matched CRM accounts to their account owner, notify the owner as an FYI while assigning another rep, or include the owner's name as context without notifying them. Different skills can use different pools and routing rules.

See Route human escalations for setup and fallback behavior.

Notification Requirements

For Notify everyone, reps must have escalation notifications enabled in their account settings to receive escalation emails. A directly assigned rep receives the assignment email even if that preference is off. Escalation notifications can also be sent to any Slack channel based on that channel's configuration; directed assignments mention the selected rep.

Slack Live Chat Takeover

When Slack Live Chat Takeover is enabled for a channel, escalations post as an interactive card instead of a plain notification. Reps can reply in the Slack thread to message the visitor, use Take Over / Hand Back to AI, or open View Session in Aimdoc.

Setup, the note: internal-reply convention, idle handback, and limitations are covered in the Slack integration guide.

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).

Live View (Visitors)

Open Visitors from the main navigation to monitor who is on your site or in your app in real time (available on eligible plans).

Filter the Live View by:

  • Status — onsite, in-app, web session, app session, or offline
  • Last seen / first seen — today, last 7 days, or last 30 days
  • Identity — contact, identified, or anonymous
  • Session history — whether the visitor has prior conversation history
  • Rep — filter to visitors associated with specific teammates

Sort by last seen, first seen, or conversation count. Open a visitor to review identity context and load browsing activity on demand (page views and clicks) without pulling activity for every row in the list.

In-app statuses reflect App Mode presence on the Activate plan. Website statuses cover the public widget experience.

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
  • Source — Website, App, Email, or AI Gateway
  • Started By — Visitor, AI (including proactive outreach), Rep, SDK, or AI Agent (Agent Gateway)

Filter by Source to list only Email or AI Gateway conversations. Email threads show the subject as the conversation name. See Email, Proactive, and Agent Gateway.

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

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