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# What chat types does MyOperator support, and how do I configure and handle Active vs Requesting Chats?

| Tip
Quick answer — MyOperator classifies every conversation as either:

1. Active Chat: bot resolves the query without a human.
2. Requesting Chat: bot hands the thread to an agent. Configure the switch-over with Escalation Rules (confidence threshold + idle timeout). Agents intervene from the Requesting queue, reply, then click Resolve to return control to the bot or archive the thread.

## When should I use this guide?
Use these instructions if you:

* Own chatbot escalation rules.
* Staff the live-chat Requesting queue.
* Audit SLA/CSAT metrics for bot vs agent handling.

---

## 1. Overview: Active vs Requesting
Active (bot-only) and Requesting (agent-handover) chats form a closed loop:

![](https://content.api.getguru.com/files/view/bed70e69-16f4-48a4-8b57-401c286b8354)

Alt-text: user–bot loop and escalation to agents.

### Why does it matter?
* Zero human cost for FAQs (Active).
* Seamless hand-offs (Requesting).
* Separate KPIs: bot-resolution %, agent-handover %, CSAT.

---

## 2. How Active Chats work
Trigger → Result table

| Trigger | Result |
| --- | --- |
| Bot confidence ≥ threshold (default = 0.80) | Chat stays Active; bot replies in < 1s. |
| The visitor's question was fully answered | Thread auto-closes after Idle Timeout (default = 10 min). |
| Visitor taps "Talk to an agent" OR bot confidence < threshold | Chat moves to the Requesting queue; agents alerted. |

Key metrics

* Bot-resolution %
* Avg. response time

---

## 3. How Requesting Chats work
Trigger → Result table

| Trigger | Result |
| --- | --- |
| Visitor taps "Talk to an agent" | Thread appears in the Requesting queue. |
| Bot confidence < threshold | Thread escalates mid-conversation. |
| Negative sentiment detected | Optional custom rule escalates. |

Post-resolution path:

1. Agent clicks Resolve.
2. Chat disappears from the Requesting queue.
3. Transcript returns to standard history; automation can resume if enabled.

---

## 4. Configure Escalation Rules
1. Go to Settings › Chatbot › Escalation Rules.
2. Set Confidence Threshold (0–1; default 0.80).
3. Define Idle Timeout in seconds (default 600).
4. Save. Changes apply instantly.

---

## 5. Agent workflow: intervene & resolve
1. Open Live Chat → Requesting.
2. Click Intervene to claim a chat.
3. Respond in real time.
4. Click Resolve to close or hand back to the bot.

Expected outcome: Chat leaves the Requesting queue, SLA timer stops, and metrics log an agent handover.

## When intervention is NOT possible
* Chat is already closed or resolved.
* Customer has left the chat and the session expired (≥24 h).
* Your role is Viewer—no chat permissions.

---

## 6. Edge cases & limitations
| Scenario | Behavior | Workaround |
| --- | --- | --- |
| Bot confidence fluctuates mid-chat | Escalates unexpectedly | Add training data or raise the threshold. |
| Multi-language bot | Confidence varies by language | Set per-language rules. |
| "Already handled" pop-up | Another agent intervened first | Refresh queue; pick a different chat. |
| Intervene button is greyed out | You lack the "Live Chat Agent" role | Ask an Admin to upgrade your role. |
| SLA breached (red timer) | Chat waited too long | Intervene anyway and apologise for the delay. |

### When does this NOT work?
If the chatbot is disabled, all new threads bypass Active and land directly in Requesting, negating bot-resolution metrics.

---

## 7. Troubleshooting checklist
| Symptom | Possible Cause | Fix |
| --- | --- | --- |
| Chat doesn’t auto-close | Idle Timeout not set | Update Escalation Rules. |
| The bot keeps escalating | Threshold too high | Lower to 0.70–0.75. |
| Analytics show 0% bot resolutions | Incorrect tagging | Re-check reporting filters. |

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Keywords: MyOperator chats, Active Chat, Requesting Chat, chatbot escalation, confidence threshold, idle timeout, live-chat queue