Skip to main content
When the AI can’t solve something or a customer asks to talk to a person, you can take over the chat from the Inbox. While you’re in live chat, the AI stops replying.
Available in the Inbox on any open chat.

​
How to take over

  1. Open the chat in the Inbox.
  2. In the side panel, click Take over from AI.
  3. Type your replies. The customer sees your name and profile picture.
  4. When you’re done, click End Live Chat Session. The AI takes over again.
If the customer asks for a human, you’ll see Accept and Reject buttons instead. Accept works the same as taking over.

​
Telling the AI when to suggest a handoff

You can write a rule in Personality & instructions so the AI knows when to bring in a human: 
If the customer is upset or asks to speak to a person, collect their email and tell them an agent will get back to them.
If the question is about an existing order and the customer is logged in, look up the order first.
Otherwise, collect their contact details.

​
Notifications

Set the email that gets notified about new leads and live chat requests under Chatbot → Personality → Contact details.
Set when your team is around under Working hours. When no one is available, the AI tells the customer when you’ll get back to them.