In this article you will learn how to enable the visibility of conversations that are under bot control so that agents can resume them or have them reassigned.
❓ Frequently asked question or initial context
Sometimes, agents need to resume conversations that were classified in the past and are currently assigned to the bot. However, when trying to search for them, they discover that they do not appear in their view or they do not have permission to take them. This is usually due to a security restriction in the platform configuration.
🛠️ Troubleshooting: Step by step
Follow this path to enable the view permission:
Go to Settings: Access your admin panel and go to the Settings section.
Go to Conversations: Within the settings menu, select the Conversations tab.
Click on Preferences: Look for the Preferences button or section (usually at the top).
Conversation display settings: Locate the section "Conversation display settings".
Enable permission: Activate the option: "Allow agents to see conversations assigned to the bot".
Click Save: Make sure to press the Save button to apply the changes across the entire account.
✅ Possible solutions
Activate display settings: This is the definitive solution for agents to be able to search for and reassign cases that the bot is managing.
Strategic classification: Make sure that agents classify correctly before the bot takes control, facilitating future filter searches.
Manual reassignment: While the configuration change propagates, an administrator can manually reassign specific cases from their global view.
☎️ When to contact support?
Contact the support team if:
You have activated the settings correctly, but agents still cannot see the bot's conversations after refreshing the page.
The platform shows an error or does not allow you to save changes in the Preferences section.
Empower your team to take control! 🚀
If your agents need to rescue or resume chats that were left in the bot's hands, the solution is a simple permissions adjustment. Enable visibility from configuration preferences and allow them to search, view, and reassign these conversations autonomously so you don't miss any sales or follow-up opportunities. ✅