Here’s the updated and integrated Help Center section including your new instructions about automatic handover scenarios and where to define them:
🧠 AI Handover & Human Assistance
Sometimes, your AI Assistant will need help — especially for complex or sensitive issues.
✋ When Should You Take Over?
Take over a conversation when:
The AI doesn’t have an answer.
The customer specifically asks to speak with a human.
You want to provide a personal or empathetic touch.
👤 How to Take Over a Chat
In the Inbox, open the conversation.
Click Take Over Chat in the top bar.
You’ll see confirmation that you are now replying manually.
While you have taken over:
The AI Assistant stops responding.
Only you can send replies.
📝 How to Hand Back to the AI
When you’re done assisting:
Click Hand Over to AI at the top of the conversation.
The AI will resume monitoring and replying to any new messages.
✅ Important: Conversations remain open even after you hand them back.
The AI will continue to engage until the customer leaves or stops responding.
⚙️ Automating Human Handover
You can define specific scenarios where the AI automatically hands a chat to a human.
To set this up:
Go to AI Agent > Guidance.
Click Start from Scratch to create a new instruction.
Define conditions under which the chat should be handed over to a human — for example:
When a customer mentions “I want to talk to a person.”
When the AI detects frustration or repeated failed answers.
When discussing sensitive topics (e.g., refunds, complaints).
In the Actions section of your instruction, select Handover to Human.
💡 Tip: Use clear and specific language in your guidance so the AI knows exactly when to trigger a human handover.