Taking over a chat

An agent can take over a chat from the Pending Chats list and a manager or admin can take over an agent's chat. 

To take over a chat from Pending Chats, select a chat.

Click the TAKEOVER button on the top right corner.

The chat will be directly transferred to the agent’s chat list and a chat transfer message will be shown on the chatting area.

If the manager would like to take over a chat from an agent, select the chat to be taken over from the agent’s chat list.

Click the TRANSFER button on the top right corner.

Select the team and the account the manager would like to take over the chats and click TRANSFER.

The chat will be directly transferred from the agent’s chat list to the manager’s chat list and a chat transfer message will be shown on the chatting area.


For additional instructions, please contact your AICX manager.

Taking over a chat
Taking over a chat
Taking over a chat