Handing a conversation over to a person
How to take a conversation from the AI and give it back, and what happens when the AI can’t reply to a client itself.
Updated October 9, 2026
An AI employee leads the conversation as long as it can handle it. When a person is needed, the conversation passes to your team — by your decision or by the AI’s.
Taking over a conversation
- Open the conversation.
- In the client panel, click Hand over to me.
- Reply to the client yourself — the AI stays silent in this conversation.
- When you’re done, click Return to AI, and the employee carries on.
When the AI hands over by itself
If the AI employee can’t answer with confidence, the question goes beyond its instructions or the client asks for a person, it hands the conversation over to your team. The client gets a message that a team member will reply, and Owners and Managers get a notification.
Person in charge
The client panel shows who is currently in charge of the conversation: the AI employee or a person from your team.