Human agent

In Moveo, a conversation can be handled by an AI Agent

or a human agent. When a conversation is out of scope for the AI Agent and requires human intervention, a person can step in and continue the conversation.

A single Moveo account can have multiple human agents. They are users who have been invited to the account

and have at least one of the following roles:

• Chat Agent
• Chat Manager
• Admin
• Owner

warning

Inviting team members to the account might incur additional costs. Please refer to the pricing page for more information.

Conversation assignment

When a conversation is assigned to a human agent, they will start receiving notifications about it. On the user's side, depending on the channel, they may see a notification indicating that a human agent has joined the conversation.

There are several ways a conversation can be assigned to a human agent. Below is a brief description of each method:

1. Sending a message

If an agent sends a message in an ongoing conversation, that conversation will be assigned to the agent who sent the message—regardless of the agent currently assigned.

2. Reassigning a conversation

An agent can manually reassign a conversation to another human agent, including themselves.

3. Handover action

This method involves the use of departments

. When a handover action is triggered in a dialog, the AI Agent leaves the conversation, making it unassigned. After this, two scenarios can occur:

• No department assigned: This is the default behavior. The conversation remains unassigned until an agent manually picks it up.
• Department assigned (Learn how to use departments): If a department is assigned, the system will automatically assign the conversation to a connected human agent who belongs to that department. The criteria for selecting the agent depend on the department settings.

You can think of this process as the department assigning the conversation, while the handover action simply removes the AI Agent from it.