What is Conversation Take Over?
Conversation Take Over is a feature that lets your team send messages to customers within an active conversation in Verse. It helps you manage ongoing conversations and prioritize the right customer at the right time.
Conversation States in Verse
Conversations can be in one of two states:
Open: The customer has replied and is waiting for your team’s response.
Closed: Your team has responded, and the conversation is either finished or waiting for the customer’s next reply.
When you send a message, you can choose to:
Send and Close the conversation, or
Leave it Open, depending on your workflow.
Tip: Closing conversations after responding makes it easier to track which ones need follow-up.
Notifications: How Do You Know When You’re Assigned?
When your customer sends you a message, the assigned team member gets an email notification.
If the conversation is unassigned, admins receive the notification instead.
By default:
When you take over a conversation, it is automatically assigned to you.
Conversations can be reassigned to any team member who:
Has Conversation Take Over enabled, and
Is assigned to the same Sub Account as the conversation.
Admins with Conversation Take Over can be assigned conversations from any Sub Account.
When a conversation is reassigned, the new assignee gets an email notification.
How to Reassign a Conversation
Open the Conversation Details.
Click the three dots menu.
Choose:
Assign Conversation (if unassigned), or
Reassign Conversation (if already assigned).
Select the team member from the list.
Click Save. The team member will be notified by email.
How to View All Taken Over Conversations
Simply navigate to the Conversations Section in your Verse portal.
Next you'll see a new "Taken Over" sub-navigation menu.
By default, we'll filter for all "Open" conversations, feel free to adjust the filters as needed.
