{"Status":true,"Message":"","Response":{"post":{"postuid":"3d2d0d46-bbab-47eb-b0d5-3c0aad9ea0e2","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"Taking Over a Chat from the AI","slug":"article/taking-over-a-chat-from-the-ai","html":"\u003Cp\u003EThe AI agent answers visitors first, but a person always wins. Any teammate can watch the AI live and step in at any moment, even mid-sentence.\u003C/p\u003E\u003Ch2 id=\u0022watching_the_ai\u0022\u003EWatching the AI\u003C/h2\u003E\u003Cp\u003EOpen any conversation in the \u003Cb\u003EAI live\u003C/b\u003E view. You\u0027ll see:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003Ethe AI\u0027s answer appearing word by word as it\u0027s written;\u003C/li\u003E\u003Cli\u003E\u0022\u2026 is searching the knowledge base\u0022 while it looks for articles;\u003C/li\u003E\u003Cli\u003Ethe sources it used, and whether it offered the That helped and Talk to a person buttons;\u003C/li\u003E\u003Cli\u003Ea \u003Cb\u003ECouldn\u0027t find an answer\u003C/b\u003E flag when your articles didn\u0027t cover the question;\u003C/li\u003E\u003Cli\u003Ewhat the visitor is typing, before they send it.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022taking_over\u0022\u003ETaking over\u003C/h2\u003E\u003Cp\u003EClick \u003Cb\u003ETake over\u003C/b\u003E, or just type a reply and press Enter. Replying takes the conversation over automatically. Either way:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003Ethe AI stops immediately, and any answer it was still writing disappears from the visitor\u0027s screen;\u003C/li\u003E\u003Cli\u003Ethe conversation is assigned to you and moves to \u003Cb\u003EAssigned to me\u003C/b\u003E;\u003C/li\u003E\u003Cli\u003Ethe visitor sees \u0022\u003Ci\u003EYour name\u003C/i\u003E joined the conversation\u0022, and your name appears in the messenger header.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EWriting an internal \u003Cb\u003ENote\u003C/b\u003E doesn\u0027t take the conversation over.\u003C/p\u003E\u003Ch2 id=\u0022picking_up_a_handoff\u0022\u003EPicking up a handoff\u003C/h2\u003E\u003Cp\u003EWhen the AI hands a conversation to your team, it appears in \u003Cb\u003EWaiting for team\u003C/b\u003E with the reason, and your team is alerted. The thread includes a short \u003Cb\u003EAI summary\u003C/b\u003E of what the visitor wants, what they\u0027ve been told, and what\u0027s still open. Only your team sees it. Click \u003Cb\u003ETake it\u003C/b\u003E to own the conversation.\u003C/p\u003E\u003Ch2 id=\u0022handing_back_to_the_ai\u0022\u003EHanding back to the AI\u003C/h2\u003E\u003Cp\u003EOnce you\u0027ve sorted out the unusual part, click \u003Cb\u003EHand back to AI\u003C/b\u003E. The AI answers the visitor\u0027s next message and can hand off again if needed.\u003C/p\u003E\u003Ch2 id=\u0022when_the_visitor_asked_the_ai_to_keep_answering\u0022\u003EWhen the visitor asked the AI to keep answering\u003C/h2\u003E\u003Cp\u003EA visitor waiting for your team can ask the AI to keep answering their questions in the meantime. The conversation stays in \u003Cb\u003EWaiting for team\u003C/b\u003E with a banner saying so. Taking over ends this, and the AI stops.\u003C/p\u003E\u003Cp\u003ESee also \u003Ca href=\u0022/article/using-the-chat-inbox\u0022\u003EUsing the Chat Inbox\u003C/a\u003E and \u003Ca href=\u0022/article/configuring-the-chat-ai-agent\u0022\u003EConfiguring the Chat AI Agent\u003C/a\u003E.\u003C/p\u003E","publish_status":0,"post_type":"Article","authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d","author":{"authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d"},"featured_image_updating":false,"meta_description":"Monitor AI replies live and seamlessly take over conversations anytime, ensuring smooth handoffs between AI and your team for better visitor support.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"total_views":0,"date_published":"2026-09-26T16:43:40.86","date_updated":"2026-09-26T16:45:25.4","date_created":"2026-09-26T16:30:34.283"}}}