Taking Over a Chat from the AI

The 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.

Watching the AI

Open any conversation in the AI live view. You'll see:

• the AI's answer appearing word by word as it's written;
• "… is searching the knowledge base" while it looks for articles;
• the sources it used, and whether it offered the That helped and Talk to a person buttons;
• a Couldn't find an answer flag when your articles didn't cover the question;
• what the visitor is typing, before they send it.

Taking over

Click Take over, or just type a reply and press Enter. Replying takes the conversation over automatically. Either way:

• the AI stops immediately, and any answer it was still writing disappears from the visitor's screen;
• the conversation is assigned to you and moves to Assigned to me;
• the visitor sees "Your name joined the conversation", and your name appears in the messenger header.

Writing an internal Note doesn't take the conversation over.

Picking up a handoff

When the AI hands a conversation to your team, it appears in Waiting for team with the reason, and your team is alerted. The thread includes a short AI summary of what the visitor wants, what they've been told, and what's still open. Only your team sees it. Click Take it to own the conversation.

Handing back to the AI

Once you've sorted out the unusual part, click Hand back to AI. The AI answers the visitor's next message and can hand off again if needed.

When the visitor asked the AI to keep answering

A visitor waiting for your team can ask the AI to keep answering their questions in the meantime. The conversation stays in Waiting for team with a banner saying so. Taking over ends this, and the AI stops.

See also Using the Chat Inbox and Configuring the Chat AI Agent.