If the chat agent cant handle something how do i take over the conversation myself or make sure the reply reaches them by email

Someone asks a question on your site, the chat agent does not have the answer, and they leave. You never see it. That is the problem. Prigmar's chat agent covers support, but you stay in control. Open your Prigmar dashboard and go to the chat agent. You can read every conversation and jump in by replying as yourself. The visitor sees your reply in the same thread. To catch the ones the agent could not finish by email: 1. Go to the chat agent settings in Prigmar. 2. Turn on email capture. The agent asks for an email when it is stuck or the visitor wants a human. 3. Set where replies go, either your inbox or the agent's follow up. 4. Check the chat log each morning for any conversation flagged as unresolved. 5. Reply by email from there or reopen the thread in chat. The win: fewer visitors leave with nothing, and you answer the same day instead of losing the lead. One embed, one setting, and the conversation stays with you. If replies stop reaching people, check the email capture setting is on and the address is correct, then send one test message from the dashboard to confirm replies are flowing again.