🤝 How to Intervene in a Conversation
The intervention option is an exclusive tool for Administrators and Supervisors. Its purpose is to allow you to provide direct support in a chat when an agent needs it, ensuring that the customer receives the best possible attention.
⚠️ Key information before you start
It is very important that you keep the following in mind:
The owner does not change: Even though you write in the chat, the conversation will continue to belong to the original agent.
Protected identity: For the customer, the transition is invisible; they will feel that they are still talking to the same person who assisted them from the beginning.
⚙️ Steps to Intervene in a Chat
Follow this simple process to take control of a conversation:
Enter the conversation that you want to support (you can search for it in the Tracking or Conversations module).
Click on the "Intervene" button located at the bottom of the screen.
Confirm the action in the dialog box that appears.
Done! Now the text box will be enabled and you can write directly to the customer within the same chat.
💡 Atom's Useful Tips
Internal coordination: Maintain constant communication with the advisor in charge of the chat. This will prevent both of you from responding at the same time and confusing the customer.
Strategic use: Intervene only when necessary (complex cases, important sales closures, or advanced technical support) to allow your agents to develop their own problem-solving skills.
Support your team at the right moment! 🚀
Intervention is the quickest way to ensure quality in difficult cases without creating friction with the customer. Use it wisely, coordinate with your agents, and ensure that every interaction in Atom is a success. ✅