When a person takes over from the bot
How handover works, and how automation starts again.
2 min read
- When your AI agent isn't sure, or a customer asks for a real person, the chat is handed to your team with a note and a notification.
- While a person is handling a chat, automation pauses so the bot and the human don't talk over each other.
- You can pause or resume automation on any conversation from the thread.
Spotting who is waiting
- A chat waiting for a person shows a yellow “Needs a person” tag with how long they've waited. It turns pink when they ask again or wait 15 minutes.
- Tap “Needs a person” at the top of the inbox to see only those chats. The tag disappears as soon as someone on your team replies.
- If the AI tells a customer someone will follow up, your team is notified too — the promise is never left hanging.
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