{"Status":true,"Message":"","Response":{"post":{"postuid":"3d2d0d46-bbab-47eb-b0d5-3c0aad9ea0e2","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"Taking Over a Chat from the AI","slug":"article/taking-over-a-chat-from-the-ai","html":"\u003Cp\u003EThe AI agent answers visitors first, but a person always wins. Any teammate can watch the AI live and step in at any moment, even mid-sentence.\u003C/p\u003E\u003Ch2 id=\u0022watching_the_ai\u0022\u003EWatching the AI\u003C/h2\u003E\u003Cp\u003EOpen any conversation in the \u003Cb\u003EAI live\u003C/b\u003E view. You\u0027ll see:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003Ethe AI\u0027s answer appearing as it\u0027s written;\u003C/li\u003E\u003Cli\u003E\u0022\u2728 \u2026 is searching the knowledge base\u2026\u0022 while it looks for articles;\u003C/li\u003E\u003Cli\u003Ethe sources it used, and whether it offered the \u003Cb\u003EThat helped\u003C/b\u003E and \u003Cb\u003ETalk to a person\u003C/b\u003E buttons;\u003C/li\u003E\u003Cli\u003Ewhat the visitor is typing, before they send it.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EThe typing preview appears above the reply box, for example \u003Ci\u003E\u0022Jane is typing: \u201Cmy invoice shows\u2026\u201D\u0022\u003C/i\u003E, and updates every second or two. If the visitor stops without sending, it changes to \u003Ci\u003E\u0022Jane has an unsent message\u0022\u003C/i\u003E and stays until they send or clear it. It shows up to 280 characters.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/891374015f64448aa9dffb80f09c3a6a.png?v=-2109497166\u0022 data-width=\u00221350\u0022 data-height=\u0022900\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022Watching the AI live: an answer with sources, an internal source, an action call and the knowledge source it answered from\u0022/\u003E\u003Cfigcaption\u003EWatching a conversation in AI live\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch3 id=\u0022labels_under_ai_messages\u0022\u003ELabels under AI messages\u003C/h3\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003ELabel\u003C/th\u003E\u003Cth\u003EWhat it means\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003E\u26A0\uFE0F Couldn\u0027t find an answer\u003C/td\u003E\u003Ctd\u003EYour articles don\u0027t cover the question. After two in a row (or one, if your settings say so), the AI hands the conversation to your team on its own.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAsked a clarifying question\u003C/td\u003E\u003Ctd\u003EThe question was ambiguous\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAnswered from \u2026\u003C/td\u003E\u003Ctd\u003EThe knowledge source the AI answered from\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EOffered the follow-up form\u003C/td\u003E\u003Ctd\u003EThe visitor was offered a name-and-email form so your team can follow up: when the AI handed over without knowing their email, when nobody replied 5 minutes after a handoff, or under an answer to a buying question. Older conversations may show \u003Cb\u003EAsked for an email\u003C/b\u003E instead.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ERule: \u2026\u003C/td\u003E\u003Ctd\u003EOne of your \u003Ca href=\u0022/article/chat-question-rules\u0022\u003Equestion rules\u003C/a\u003E handled this message\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003E\u26A1 action name(\u2026) \u00B7 \u2713 200 \u00B7 310 ms\u003C/td\u003E\u003Ctd\u003EThe AI called one of your \u003Ca href=\u0022/article/chat-actions\u0022\u003Eactions\u003C/a\u003E. Click it to see what came back. Visitors never see this.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003E\uD83D\uDD12 Also used, not shown to the visitor\u003C/td\u003E\u003Ctd\u003EArticles from an internal knowledge source the AI used without linking to them\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EChecked in after the visitor went quiet\u003C/td\u003E\u003Ctd\u003EThe AI\u0027s short follow-up after an answer went unanswered\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Cp\u003EYou don\u0027t have to do anything while the AI is doing well.\u003C/p\u003E\u003Ch2 id=\u0022taking_over\u0022\u003ETaking over\u003C/h2\u003E\u003Cp\u003EClick \u003Cb\u003ETake over\u003C/b\u003E (or \u003Cb\u003ETake it\u003C/b\u003E for a conversation waiting for your team), or just type a reply and press Enter. Replying takes the conversation over automatically. Either way:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003Ethe AI stops immediately, even mid-sentence, and any answer it was still writing disappears from the visitor\u0027s screen;\u003C/li\u003E\u003Cli\u003Ethe conversation is assigned to you and moves to \u003Cb\u003EAssigned to me\u003C/b\u003E;\u003C/li\u003E\u003Cli\u003Ethe visitor sees \u0022\u003Ci\u003EYour name\u003C/i\u003E joined the conversation\u0022, and your name appears in the messenger header.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EWriting an internal \u003Cb\u003ENote\u003C/b\u003E doesn\u0027t take the conversation over. Replies and notes can include screenshots and files: click \uD83D\uDCCE, paste, or drop them on the reply box. See \u003Ca href=\u0022/article/sending-files-and-images-in-chat\u0022\u003ESending Files and Images in Chat\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022picking_up_a_handoff\u0022\u003EPicking up a handoff\u003C/h2\u003E\u003Cp\u003EWhen the AI hands a conversation to your team, it appears in \u003Cb\u003EWaiting for team\u003C/b\u003E and your team is alerted. The thread includes an \u003Cb\u003EAI summary\u003C/b\u003E note: two or three bullet points on what the visitor wants, what they\u0027ve been told, and what\u0027s still unresolved. Only your team sees it. Click \u003Cb\u003ETake it\u003C/b\u003E to own the conversation.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/1901a207936c4a72bfc20befa263a1d0.png?v=1943166668\u0022 data-width=\u00221350\u0022 data-height=\u0022900\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022A conversation waiting for the team, with a Take it button and the AI summary note\u0022/\u003E\u003Cfigcaption\u003EA handoff waiting for the team, with its AI summary\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022handing_back_to_the_ai\u0022\u003EHanding back to the AI\u003C/h2\u003E\u003Cp\u003EOnce you\u0027ve sorted out the unusual part, click \u003Cb\u003EHand back to AI\u003C/b\u003E. The AI answers the visitor\u0027s next message and can hand off again if needed.\u003C/p\u003E\u003Ch2 id=\u0022when_the_visitor_asked_the_ai_to_keep_answering\u0022\u003EWhen the visitor asked the AI to keep answering\u003C/h2\u003E\u003Cp\u003EWhen a visitor waiting for your team asks a question, the AI offers to try answering it in the meantime. If the visitor accepts, the AI keeps answering while the conversation stays in \u003Cb\u003EWaiting for team\u003C/b\u003E, and the banner reads \u003Ci\u003E\u0022the visitor asked the AI to keep answering\u0022\u003C/i\u003E. Taking over ends this, and the AI stops.\u003C/p\u003E\u003Cp\u003ESee also \u003Ca href=\u0022/article/using-the-chat-inbox\u0022\u003EUsing the Chat Inbox\u003C/a\u003E and \u003Ca href=\u0022/article/configuring-the-chat-ai-agent\u0022\u003EConfiguring the Chat AI Agent\u003C/a\u003E.\u003C/p\u003E","publish_status":0,"post_type":"Article","authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d","author":{"authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d"},"featured_image_updating":false,"meta_description":"Monitor AI replies live and seamlessly take over conversations anytime, ensuring smooth handoffs between AI and your team for better visitor support.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"sort_order":11,"total_views":5,"date_published":"2026-09-26T16:43:40.86","date_updated":"2026-10-05T13:23:36.047","date_created":"2026-09-26T16:30:34.283"}}}