Set up human support

To set up human support, turn handover on in Settings → Human support, choose how conversations are shared out, and make sure the people who take handoffs show as Available on the Team page.

Turn handover on

1. Open Settings → Human support.
2. In Handover to a person, select Turn handover on.

When handover is on, customers who ask for a person are put in a queue for your team. When it is off, the assistant handles every conversation.

The Status card tells you whether it is working. People can take over means everything is ready. Nobody can answer means handover is on but nobody on your team is able to accept a conversation, so customers who ask for a person would wait. Check who can take handoffs (below).

Choose how conversations are shared out

In How conversations are handed over:

• Who gets offered the conversation:

  • Whoever is handling the fewest conversations
  • Take it in turns
  • Whoever has been free longest
• Chats one person can handle at once, which sets how many conversations each person can hold at the same time.

Select Save. The change applies to conversations handed over from then on.

Who can take handoffs

Whether someone can take handoffs depends on their role. The Team page shows this in the Takes handoffs column. See Manage your team's access.

Set your availability

Each person who takes handoffs sets their own availability on the Team page, using My availability: Available, Busy, Away or Offline.

While you are Available, keep the Team page open in a browser tab. Hapro checks in regularly while it is open. If it stops hearing from your browser (for example, because you closed the tab), you drop out of the rotation and need to choose Available again.

Watch the Live screen

Live shows what is happening right now and updates by itself every few seconds:

• Active calls, Waiting for an agent, With an agent and Agents available;
• the customers Waiting for an agent, each with an Accept button;
• Agents, showing who is available and how many conversations each person has.

Select Refresh now to update it straight away.