Messaging
Human Handoff
AI handles most conversations, but you're always in control. Take over any conversation instantly, then let AI resume when you're done.
When to Take Over
Complex Requests
Multi-service bookings, special requirements, or unusual situations.
VIP Customers
High-value clients who appreciate the personal touch.
AI Escalation
AI flags conversations it's unsure about and asks for help.
Sensitive Timing
Complaints, refund requests, or delicate situations.
How to Take Over
1
Open the conversation:Click any conversation in your inbox.
2
Click 'Take Over':Use the button at the top of the conversation, or press T.
3
AI pauses:AI stops auto-replying. You're now handling this conversation.
4
Reply directly:Type your response and send. It goes directly to the customer.
During Takeover
- AI stops sending automatic responses to this customer.
- Your messages go directly—no AI processing or delay.
- AI still watches and learns from how you handle it.
- Conversation stays in takeover until you resume AI.
Resuming AI
When you're done handling the conversation:
1
Click 'Resume AI':Use the button at the top of the conversation.
2
AI picks up:AI reads the conversation history and continues seamlessly.
3
Context preserved:AI knows what you discussed and doesn't repeat questions.
Auto-Resume
Automatic Resume After Inactivity
If you take over but don't respond for a while, AI can automatically resume to ensure customers aren't left hanging.
Configure auto-resume timing in Settings → AI → Auto-Resume.
Best Practices
✓
Take over promptly when AI escalates:Don't leave customers waiting after AI asks for help.
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Resume AI when done:Don't forget to hand back to AI—it keeps things running smoothly.
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Add context if helpful:Leave internal notes so AI understands what happened.
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Let AI learn:Your takeover responses teach AI how to handle similar cases.
Pro Tip
Set up notifications for AI escalations so you respond quickly. Go to Settings → Notifications → AI Escalations to enable push and email alerts.