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What is Human Takeover?

Human takeover allows you to step into an ongoing conversation with your AI agent, providing personalized assistance when needed.

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When to Take Over

Consider taking over when:
  • Customer explicitly requests a human
  • Issue is complex or sensitive
  • Agent confidence is low
  • Special circumstances arise
  • Upsell or sales opportunity

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How to Take Over

1

Spot the Conversation

Conversations needing attention are highlighted in your inbox.
2

Click 'Take Over'

Select the “Take Over” button in the conversation view.
3

Review Context

Read the full conversation history quickly.
4

Respond

Type your message - the customer sees it’s from a human.

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Auto-Escalation Triggers

Configure your agent to automatically request human help when:
  • Negative sentiment detected
  • Multiple failed response attempts
  • Specific keywords mentioned (“speak to manager”)
  • Complex scenarios identified
  • High-value customer detected
Set up in Settings > Agent > Escalation Rules.

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Best Practices

When you take over, respond within 1-2 minutes. Users expect faster responses from humans.
Start with “Hi, I’m [Name] from the team. I’m here to help you with…”
Review what the agent already discussed to avoid repeating questions.
Once resolved, you can hand back to the AI for follow-up questions.

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Collaboration Features

  • Team Notifications: Alert specific team members
  • Internal Chat: Discuss with colleagues without customer seeing
  • Transfer: Pass conversation to another team member
  • Consult Mode: Get help from AI while you control the conversation

Configure Notifications

Set up human takeover alerts