Human takeover
AI steps aside when a person should lead
Some asks need a human. Assign the conversation in the inbox—AI pauses, your teammate gets a short summary of what already happened, and they reply in the same thread so the customer never starts over.
How it works
- 1
The chat needs a person
AI can hand off, or a teammate claims the chat from the inbox when it is time.
- 2
AI steps back and sends a summary
Once a human owns the conversation, the assistant stops answering. Your team is notified with a brief of the chat so far.
- 3
Your teammate replies in the same chat
Your teammate writes from the admin with the full history and the summary, so the customer stays in one place.
What you get
- Takeover anytime from the inbox
- A conversation summary with the handoff notification
- AI paused while a human owns the chat
- One continuous conversation for the customer
Human takeover is available on Starter plans and above.