Conversations start with your AI agent answering. When one needs a person, you take it over, and from that point the AI stops replying to it.
How to take one over
Open the conversation and use the option shown in place of the reply box. That single action does two things: it assigns the conversation to you, and it switches it out of AI handling.
The reply box then appears and you can answer.
What changes
- The AI stops answering this conversation. Every other conversation is unaffected, and your agent carries on as normal everywhere else.
- The conversation moves out of the AI tab and into Needs reply.
- It is assigned to you, so it appears in My inbox.
What the customer sees
A short note appears in the conversation marking the handover, so the customer understands they are now talking to a person rather than wondering why the tone changed.
They do not see who you are beyond what your agent is set up to show, and they do not see anything about assignment or your internal notes.
Take over early rather than late
The useful habit is taking over as soon as you can see the AI is not going to get there, rather than after several unhelpful exchanges.
A customer who has been going in circles arrives at you already frustrated, and you spend the first part of the conversation recovering rather than solving. The AI tab exists partly so you can spot those before the customer gives up.
Giving it back
A conversation stays with people once taken over. Closing it is the normal way to finish, and a new conversation from that customer starts with the AI again.
Frequently asked questions
Does this turn my AI agent off?
No. Only this conversation is affected.
Can I take over a colleague conversation?
Not as a Member if it is assigned to them. An admin can reassign it.
Will the AI answer if I take too long?
No. Once a conversation is in human hands it waits for a person.