Agent Handover — Taking Over from AI
Agent Handover — Taking Over from AI
When to Take Over
The AI handles most conversations automatically, but there are times when a human agent should step in:
- The visitor explicitly asks for a human
- The question is outside the AI's knowledge base
- Sensitive issues (billing disputes, complaints, legal)
- Complex multi-step processes the AI can't handle
How to Take Over
- Open the conversation in your inbox
- Click the Assign to Me button (or press
A) - The AI pauses automatically — it will stop responding in this conversation
- You can now reply directly to the visitor
- The visitor sees your name and avatar instead of the AI's
What Happens During Handover
- The AI stops sending automatic replies for this conversation
- The visitor is notified that a human agent has joined
- Previous AI messages remain visible in the conversation history
- Your team can see the full context of what the AI discussed
Re-enabling AI
When you're done assisting and want the AI to resume:
- Click the Enable AI toggle in the conversation header
- The AI resumes answering new messages from the visitor
- You can still jump back in anytime
Team Collaboration
Multiple agents can collaborate on a conversation:
- Reassign to another team member if the issue is outside your expertise
- Add internal notes to provide context for the next agent
- @mention teammates in notes to get their attention
- View the activity log to see who handled what
Best Practices
- Take over quickly when the AI flags low confidence
- Always greet the visitor when taking over ("Hi, I'm [name], let me help you with this")
- Add a note explaining the resolution before resolving
- Re-enable AI after the issue is fully resolved