Sometimes, your AI Assistant will need help—especially for complex or sensitive issues.
✋ When Should You Take Over?
Take over when:
The AI doesn’t have an answer.
The customer specifically asks to speak with a human.
You want to provide a personal 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 until the customer leaves or stops responding.
🧠 Recording Your Responses
All messages you write are saved in the chat history.
Your replies are also used to improve the AI’s knowledge:
Chats you take over appear in Unresolved Inquiries > Handed Over.
You can turn them into Knowledge entries later.