Taking Over from the AI (Manual Handover)
While Convi's AI assistant is designed to handle most customer inquiries automatically, there are times when a human touch is essential. The manual handover feature gives you the power to take control of any conversation in real-time, directly from your Convi Inbox. This allows you to step in for complex questions, provide personalized sales assistance, or simply offer a personal connection to build customer trust.
ℹ️ Note: The handover feature is a key part of the Handover to human ability, which must be active for this functionality to work. You can manage this from the AI Agent → Abilities tab in your Convi panel. |
When to Take Over a Conversation
Knowing when to step in is key to providing excellent customer service. Here are a few common scenarios where taking over from the AI is a good idea:
Complex or Sensitive Issues: If a customer has a complicated problem, a complaint, or is expressing frustration, a human agent can provide the empathy and detailed attention required.
High-Value Sales Opportunities: For customers asking detailed pre-purchase questions about high-value items, a personal touch can help close the sale.
Explicit Requests: When a customer directly asks to speak to a person, it's always best to honor their request promptly.
How to Take Over a Conversation from the Inbox
You can monitor and take over conversations directly from the Conversations page in your Convi panel.
Navigate to the Conversations tab from the main sidebar in your Convi admin panel. Here you will see a list of all ongoing and past conversations.
Click on any "Open" conversation to view the full chat history between the customer and the AI assistant.
At the top of the conversation detail panel, click the Hand over button.
Once you click "Hand over," the AI will immediately stop responding, and you can start typing your message to the customer in the same chat window. The customer will see that a human agent has joined the conversation.
💡 Tip: You can use the right sidebar in the conversation view to see important context, including a summary of the conversation so far, customer details, and the page they started the chat from. |
What Happens After a Handover?
After you take over, you are in full control. You can chat with the customer, answer their questions, and guide them to a solution. Once the conversation is finished, you can click the Resolve button to close the conversation and mark it as resolved.
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