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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 ;)