Communications
Human Agent Takeover & AI Automation Controls
Master the conversation takeover workflow: understand automatic bot silencing when staff reply, human takeover indicators, and manual AI reactivation.
How Human Takeover Operates
When a customer conversation requires personal negotiation, specialized advice, or human empathy, staff members can take over the thread seamlessly without automated AI messages interfering.
The Takeover Lifecycle State Machine
The takeover state advances through the following stages:
- 1. Escalation Trigger: The conversation is escalated automatically by customer keyword triggers (e.g. "talk to agent"), low-confidence knowledge lookups, or staff browsing the inbox.
- 2. Staff Reply & Bot Silencing (`is_human_tookover = true`): As soon as a human team member sends a reply in the chat, the thread is locked in human takeover mode. Automated AI responses are immediately silenced for that thread.
- 3. Human Takeover Banner: The thread header in Dashboard -> Inbox renders a prominent "Human Took Over" badge, signaling to other staff members that an agent is actively managing the customer.
- 4. Resuming AI Automation: Once the inquiry is resolved, staff click "Resume AI Assistant" (or the `RotateCcw` icon) to reset `is_human_tookover = false`, restoring automated 24/7 AI replies.
Audit & Accountability
All takeover transitions, staff messages, and bot resumptions are recorded in the conversation timeline for management auditing.