Human handover (takeover)
Human handover is an automated conversation being passed to a person — because the customer asked, because a rule said so (a refund, a complaint, a price outside the list), or because a person chose to step in. The AI goes quiet on that thread until it is handed back.
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Automatic and manual
A rule can hand over on a topic, on a sentiment, on a word; a person can take over from the inbox with one click. In both cases the customer sees one conversation and, at most, one line saying a colleague is joining.
Handing back
When the person is done, they return the thread and the AI picks up with the whole history — including what the person said.
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Nearby terms
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