Takeover & Handover
Seamless transition between AI and human agents for superior customer service
What is Takeover & Handover?
Takeover & Handover is a feature that allows human agents to take over conversations from AI (takeover) and hand them back to AI or transfer to another agent (handover). This creates a hybrid customer service experience combining AI efficiency with human empathy.
Human agent takes over conversation from AI
Hand conversation back to AI agent
Transfer conversation to another human agent
When to Takeover?
User experiences issues requiring empathy and special handling from humans.
Questions or situations beyond AI knowledge base capabilities.
User explicitly requests to speak with human customer service.
Situations requiring decisions, negotiations, or special approvals.
How to Takeover
Select Conversation
In Human Agent Dashboard, click on the conversation you want to take over from the conversation list in the left panel.
You can only takeover conversations currently handled by AI (status "AI Mode").
Review Chat History
Read the entire conversation history to understand user context and situation.
Click "Take Over" Button
Click the "Take Over" button located at the top of the chat panel.
System Sends Notification
System automatically sends a notification message to the user that the conversation has been taken over by a human agent.
"Your conversation is now handled by our Customer Service. I'm [Agent Name] ready to assist you."
Start Communicating
Now you can send messages to the user. The message input form will be active after successful takeover.
Introduce yourself and show you're ready to help
Make sure you understand the issue correctly
Help user resolve their issue
Handover to AI
After user issue is resolved, you can hand the conversation back to AI agent to handle subsequent questions.
Ensure Issue is Resolved
Confirm with user that their issue is resolved and there are no other questions requiring human assistance.
Click "Handover to AI"
Click the "Handover to AI" button at the top of the chat panel.
Confirm Handover
System sends notification message to user that conversation is back to being handled by AI.
"Thank you for contacting us. Your conversation is now back to being handled by AI assistant. If you need help again, don't hesitate to ask!"
Transfer to Another Agent
If conversation requires special expertise or another agent is more suitable, you can transfer the conversation to another human agent.
Click "Transfer"
Click the "Transfer" button in chat panel to open list of available agents.
Select Target Agent
Select the agent who will receive this conversation transfer from dropdown menu.
Add Note (Optional)
Provide brief note to target agent about conversation context or important points to note.
Confirm Transfer
System will notify user and target agent about this transfer.
Make sure target agent is online and available before transferring.
Best Practices
Always read entire conversation history before takeover to understand user situation well.
Introduce yourself warmly and show empathy towards user situation.
Reply to user messages as quickly as possible. Users expect quick responses from human agents.
Ensure user is satisfied with solution before handover to AI or close conversation.
Use clear and easy-to-understand language. Avoid confusing technical jargon.
Clearly inform user during handover or transfer to avoid confusion.
Common Scenarios
Action: Takeover immediately → Listen with empathy → Offer solution → Ensure user satisfied
Action: Takeover → Answer in detail → Provide examples if needed → Handover to AI
Action: Takeover → Verify details → Process carefully → Follow up → Handover to AI
Action: Takeover → Identify needs → Transfer to specialist agent → Provide context note