How to Take Over a Conversation from Your AI Agent in HealthdeskAI

Overview

In HealthdeskAI, managing conversations efficiently ensures every client inquiry is addressed promptly. The Inbox feature helps you organize, claim, or assign conversations so that messages never go unanswered. This guide explains how to claim a conversation for yourself, assign it to a teammate, or let HealthdeskAI handle it automatically.

Step-by-Step Instructions

1. From the left sidebar, click Inbox, and then select a conversation to view it.

2. Click the Assign to Me button to claim the conversation. Doing this will prevent your AI Agent from responding to new incoming messages from this user.

3. Click the Assign to Teammate button to assign the conversation to someone on your team. Doing this will prevent your AI Agent from responding to new incoming messages from this user.

4. Click the Assign to AI button to hand the conversation back to your AI Agent. Doing this will re-enable your AI Agent to respond to new incoming messages from this user.

5. When you assign the conversation back to your AI Agent, the conversation will be removed from your Recent conversations. You can always find this conversation again by changing your inbox filter from “Recents” to “Assigned to AI”.

Pro Tip

• Regularly check your Inbox to ensure no client messages go unclaimed. Assigning conversations promptly helps improve response time and client satisfaction.

• Leave the conversation assigned to you, and after 7 days of inactivity, the conversation will automatically close and be handed back off to your AI Agent. To change your settings from 7 days to something else, please email support@m.healthdesk.ai

FAQs

Q: What happens when I claim a conversation?
A: When you claim a conversation, it becomes assigned to you, allowing you to respond directly and track communication history. Your AI Agent will not respond to future messages from this user unless and until you assign it back to your AI.

Q: Can I transfer a conversation to another teammate?
A: Yes. Use the Assign to a Teammate option to reassign the chat instantly. Your teammate will receive a notification.

Q: What is the Assign to AI used for?
A: Assign to AI allows Healthdesk’s intelligent assistant to take over and respond to clients automatically.

Q: How do I know who a conversation is assigned to?
A: The name of the assigned user appears at the top of the chat window.

Q: Can I unassign a conversation once claimed?
A: Yes. You can reassign the conversation at any time to another teammate or to AI.