How it works?

How to use human intervention.

Human Intervention

With the ability to follow conversations in real-time, we have added the Human Intervention option. This allows you to interrupt your Agent at the precise moment to interact as a human with your customer, thereby enhancing the user experience.

Access Real-Time Conversations

You can access this feature from various parts of our Dashboard, giving you the freedom to intervene in any conversation happening in real-time.

From Conversations

To access from Conversations, navigate to Conversations > Chat History in the sidebar menu, and once inside, click on the conversation you want to intervene in.

Disable the Agent in the bottom left corner and you can start talking with your customer.

From Campaigns

To access from Campaigns, navigate to Campaigns in the sidebar menu, and once inside, click on the conversation you want to intervene in.

Disable the Agent in the bottom left corner, and you can start talking with your customer.

From Alerts

To access from Alerts, just navigate to Alerts in the sidebar menu, and once inside, click on the alert for the conversation you want to intervene in.

Disable the Agent in the bottom left corner, and you can start talking with your customer.

Deactivate the Agent

To intervene in a conversation, simply deactivate the Agent by clicking the purple button that says “Agent Activated”.

Once this is done, you will be able to converse directly with the user.

If you still have doubts, we recommend you take a look at this video: https://app.arcade.software/share/oGyK9uhCyHr2vJaEpD0a

That concludes the tutorial for . Remember, if you have any questions, you can contact the Caleida team at [e-mail].