When your team takes over
Hand a conversation from the AI to a person, automatically or by hand.
Sign in to open the AI AgentAutomatic handoff
In the Team handoff step of the AI agent setup, choose when the agent should stop and call your team. For example, when a customer asks for a person, has a complaint, wants a refund, or asks something your business information doesn't cover.
When that happens, the AI stops replying in that conversation and your team gets a notification.
It also adds a Handoff summary note to the conversation: what the customer wants, what has been answered so far, and what they are waiting for. Whoever takes over can start there instead of reading everything.
Take over by hand
- Assign the conversation to a teammate. The AI doesn't reply in assigned conversations.
- Or click the AI button at the top of the conversation so it shows AI paused. Click it again to switch the AI back on.
To pause the AI on many conversations at once, click Select conversations in the inbox, then AI.
Catch up on any conversation
Click Summarize at the top of a conversation to see the main points in 3 to 5 lines, in your language. If new messages arrive, click Refresh. Notes are not included. To keep a summary, click Save as note.
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