Rules, hand-over and taking over a chat

The agent already behaves sensibly out of the box: it stays polite, answers from what you taught it, never invents prices, and hands over when a customer is upset or asks for something it can't do. Rules let you make that exact for your business.

Add rules

Open Agent → Rules. Each rule is one sentence, for example:

• Always: "Ask for the pincode before quoting delivery."
• Never: "Never promise a delivery date before the order is confirmed."
• Hand over: "Hand over when someone asks for a bulk or wholesale price."

Not sure where to begin? The Rules sheet can suggest up to three rules written for your business.

When the agent hands over

When a rule says so, or when the customer is angry, asks for a refund or asks for a person, the agent tells the customer someone will reply, and alerts your team. Each member chooses in Settings → Notifications how they hear about it: push on the web or the Android app, or email.

Take over a chat

Open the contact in the CRM and tap Take over. The agent stays quiet in that chat while you reply. When you're done, tap Hand back to bot. Your replies are saved in the same chat history.

Turn the agent on or off

The agent's live switch is on the Agent page. With it off, messages still arrive in your CRM and your team answers them by hand. Instagram has its own switch.

Business hours and languages

In Settings → Hours & languages, set your opening hours and the languages the agent replies in. It always answers in the language the customer writes in when it can, including mixed messages like Manglish or Hinglish.