Human Takeover #

While AI can handle most customer questions, some situations require human assistance.

Human Takeover allows support agents to step into a conversation and continue the discussion directly.

How Human Takeover Works #

When enabled, support staff can manually join a live conversation.

The AI pauses its responses while the human agent takes control.

Common Use Cases #

Human takeover is useful for:

• Complex support requests
• Billing issues
• Custom pricing inquiries
• Escalated complaints
• High-value sales opportunities

Taking Control of a Conversation #

1. Open Conversations.
2. Select an active chat.
3. Click Take Over.
4. Begin responding directly to the customer.

The conversation is now controlled by a human agent.

Returning Control to AI #

After resolving the issue:

1. Click Resume AI.
2. The AI agent will continue handling future messages.

Benefits #

Human takeover helps:

• Improve customer satisfaction
• Resolve complex issues faster
• Prevent customer frustration
• Increase conversion rates

Best Practices #

• Use takeover only when necessary.
• Review conversation history before responding.
• Maintain a consistent tone with your brand.
• Return control to AI after resolution whenever appropriate.