Product update · Conversations
Visitors now see when a person joins the chat
When a teammate takes over a website chat, the visitor sees who joined and when the AI is back. Each teammate chooses the name visitors see.
· 3 min read
- Shipped
- Area
- Conversations
- Available on
- Pro and Max
When someone on your team took over a conversation, the visitor had no way to tell. Replies simply kept arriving, so a visitor could go on thinking they were still talking to the AI, or not notice that a real person had stepped in to help. Now the website chat says so, in plain words, every time the conversation changes hands.
What's new
- A note when a person joins. When a teammate takes over, the visitor sees a short note in the chat: "Sam has joined the chat. You're now talking to a human agent."
- A note when the AI is back. When the chat is handed back, the visitor sees "You're back with our AI assistant."
- Messages from a person look different. A teammate's replies show a person icon instead of the chatbot's avatar, and the chat header shows the teammate's name while they're in the conversation.
- You choose the name visitors see. Each teammate can set a Name shown to visitors in their profile. If it's blank, visitors see their first name only, never their full name.
- A new Human handoff tab. The handoff switch and a short "How it works" guide now have their own tab in the chatbot's Advanced Settings.
How to use it
- Open your chatbot in Studio and click Advanced Settings.
- Open the Human handoff tab and turn handoff on. Click Save Settings, then publish the chatbot.
- To set your own display name, open the user menu, choose Manage Profile, and fill in Name shown to visitors. Leave it blank to show your first name.
- When you take over a conversation, the takeover panel reminds you how visitors see you.
Good to know
- The notes appear in the website chat. On WhatsApp, Instagram DM and Messenger, your team can still take over and reply, but these in-chat notes are part of the website widget.
- The person who takes over is the one visitors see. Whoever switches takeover on becomes the assigned teammate, so the name in the chat always matches who is replying.
- Each change shows one note. A visitor who reloads the page sees the same notes from the conversation history, not duplicates.
- Human handoff is on Pro and Max. See pricing for plan details.
For the takeover itself, see human handoff and live takeover. To hand a chat back with one click, or let visitors switch back themselves, see Hand back to AI.