Team Response Workflow

Privas AI changes how a team monitors website conversations. Instead of watching a dashboard all day, your team responds to alerts and steps in only when a conversation needs a person.

The shift

In traditional live chat, someone must watch a dashboard and answer within seconds. With Privas AI, the assistant is always online and handles the opening: the greeting, common questions, and initial guidance. Your team can stay on their own work and rely on alerts.

The routine

1. The AI handles the opening. Every visitor is greeted and helped immediately, whether or not a person is available.
2. An alert arrives. A new conversation email tells you a visitor has started, with a link straight to the thread. See Monitoring Live Conversations & Email Alerts.
3. Read before acting. Open the link and read the thread. The AI has already replied, so there is no five-second clock.
4. Step in at the right moment. Take over when the conversation reaches a commercial milestone, a complex edge case, or something that needs human judgment. See Admin Take Over.
5. Hand back when done. Once the issue is resolved and the visitor returns to general questions, return control to the AI.

When to step in

Good moments to take over:

• The visitor asks for a person through the escalation bell.
• The conversation becomes sensitive.
• The visitor is ready to buy or decide.
• The AI's answers are no longer enough.

Not every conversation needs a person. Overusing takeover recreates the always-watching problem the assistant is meant to remove.

Roles and coverage

Decide who receives alerts and who is expected to take over. If you manage several domains, route each domain's alerts to the right team, for example technical domains to engineering and marketing domains to sales. Set recipients in Bell Escalation and Monitoring Live Conversations & Email Alerts.

Next step

Set up the alerts this workflow depends on in Monitoring Live Conversations & Email Alerts.