Virtual agent switching between AI and Operator replies

[Vladislav Kapoun]

Hey community,

Simple question for which I was not able to dig any info.

We want to use a virtual agent for our requests, but the question is am I as an "operator" able to step in the conversation between the requestor and virtual agent? I can imagine some situations where the request can be solved faster by an operator, but I don't want to switch on/off the virtual agent in the service project.

The workaround can be to have two channels, but I can imagine that people rather go for an operator-driven channel than for a virtual agent-driven channel.

Thank you for your time ;)