The rule is, the conversations with a red label should be handled first. We are not leaving the customers without answers, or leaving angry customers with no service provided to them.
Click on the “Takeover” button on the upper right-hand side, and the chatbot operation will be paused for that particular conversation — the conversation is all yours. The chatbot will not respond to any queries that the customer sends. You can type in your answers and continue conversing with the customer on the bot’s behalf. You may also choose to let the customers know that they are talking to a human right now, not a chatbot.
While you handle the conversation, the chatbot uses machine learning to learn how you respond to that particular intent. It is now ready to respond to a similar intent in a future encounter.
After you are done, click “Resume” to let the bot continue its operations for that conversation.