How an agent can take over a conversation?

How an agent can take over a conversation ?

In order to answer conversations, you need to go to the Chats section :

You can send stored messages by using the bubbles button :

If, in the workflow, you set the ideta_notify variable to true, then a red button will appear next to the conversation.

You can also assign conversations to users thanks to an operation, so that the agent knows the conversation has been assigned to them.