AI Handoff
When an AI agent is handling a conversation, a banner appears in the reply area showing the agent's name and a Take Over button.
Taking over
Click Take Over to:
- Stop the AI agent from replying
- Restore the normal reply input
- Continue the conversation manually
The customer doesn't see any notification — the transition is seamless.
Returning to AI
To let the AI resume handling, close the conversation or reassign it to the AI agent from the conversation settings.