Take over a chat

Every chat shows up in your Inbox as it happens. You can step in any time. If you keep the dashboard open in a browser tab, the tab's title shows how many chats are unread, like (2) Assistly, even while you're working in another tab.

Take over

1. Open the conversation in your Inbox.
2. Under Who answers, switch from AI to You.
3. Type your reply and press Send (Enter sends, Shift+Enter adds a new line).

While you're answering, the AI is paused for that chat. The visitor sees that a team member is answering.

Hand back to the AI

Switch Who answers back to AI. The AI picks up from there.

"Needs you"

When a visitor asks to talk to a person, the chat gets the Needs you tag and we email your lead alert address. Use the Needs you filter to find these chats quickly.

A visitor writing in another language

The AI answers each visitor in their own language. When a visitor writes in another language, the chat shows This visitor writes in Spanish (or their language) with a Translate to English button. Press it and the English shows under each of their messages; their own words stay as they wrote them. Each message is translated once, and new messages get Translate new messages.

Reply in their language

You can write in English and the visitor gets your reply in their language. Next to Send there is a switch, like Send in Spanish, that shows when the visitor writes in another language. It is off for every chat until you turn it on.

1. Turn on Send in Spanish (or their language).
2. Write your reply in English and press Send.

The visitor sees the translated reply, on your website chat and on WhatsApp. In your Inbox you see the English you wrote, with Sent in Spanish and the words they got under it. If the translation doesn't come through, nothing is sent, your English stays in the box and you see why. Turn the switch off to send in English. Each account can send up to 40 translated replies an hour.

Saved replies

Saved replies are part of the paid plans (Starter and up): save answers you type often and insert them in one tap while you're answering.

When the month's chats are used up

On Free and Basic, once the month's chats are used up, replies and take over pause until you upgrade or the count starts again on the 1st. The inbox stays open read only with an Upgrade button, and visitors can still leave their name and phone or email. See Plans & billing.