Take over and hand back

The AI agent answers every new chat. When a customer needs a person, you take the chat. When the AI can carry on, you hand it back.

Workspace → Chat

1. Open a chat from the AI tab. Above the reply box it says The AI is replying. Taking over pauses it for this chat.
2. Click Take over. The chat is now yours: the header shows Assigned to you and AI paused.
3. For a customer on the Unassigned tab, click Pick up. You can also just reply: the chat becomes yours.
4. Answer the customer as usual.
5. When the AI can take it from here, click Hand back to AI. The chat moves back to the AI tab.
6. If the customer is helped, resolve the chat instead.

Good to knowCopy Anchor Link

• Sending a reply also takes an AI chat over, or picks up a waiting one.
• A chat on Unassigned came from the AI handing it to your team. It shows how long the customer has waited, and the tab lists the longest wait first.
• On a colleague's chat you see … is handling this chat. Owners and supervisors can click Take over to move it to themselves. Agents don't see colleagues' chats.
• Only the person holding the chat sees Hand back to AI and Resolve.
• With Auto-assign chats on, waiting chats go to online agents in turn. With it off, agents pick chats from Unassigned themselves. Owners and supervisors set it under Inboxes → your inbox → Routing → Agents & assignment (Agents and assignment).
• New chats are assigned to you only while Accept chats is on. Switch it in the sidebar.