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Opportunity Alerts with Live Take Over

caution

This is documentation for a beta feature and are subject to change until final release.

Opportunity Alerts with Live Take Over are a way for members of your organization to view a chat and optionally take over from the assistant.

Opportunity Alerts are the configurable notification sent to your phone or email that let you know a conversation has started or some other key event has been reached.

Sample Live Take Over Timeline​

  • Visitor starts to engage with the assistant application through a supported channel
    • They open the chat widget
    • They engage with Google Business Messages
  • A notification is sent to the preregistered contacts
    • Configuration can be done in Studio to register contacts and which alerts they want to receive
  • Within the notification is a link the contact clicks on to open the conversation in a browser
  • The contact can view the conversation taking place between the visitor and the assistant application.
  • The contact can choose, at any time, to jump in to the conversation by entering their name and clicking Join.
  • The contact will not directly engage with the visitor while the assistant application no longer responds
  • The conversation ends when either party leaves
    • The link will no longer be active if the visitor leaves

Different type of Opportunity Alerts​

  • Conversation Started (New Session) - A new conversation has started with the visitor.

  • Live Agent Request - A visitor has requested to speak with a live human agent

  • Unanswered Question - The assistant application was asked a question it did not know the answer to

  • Buying Intent Detected - The visitor has expressed buying intent such as requesting a quote or asking for assistant with a project