Take over a conversation
Use human handover when a customer needs personal assistance or the assistant needs help resolving a request.
Take over from AI
Start where the teammate takes over, then follow the reply and return-to-AI checks.
- Open the conversation in Inbox.
- Select Take over in the chat header or the reply area.
- Confirm Take over conversation.
- Check that the conversation is in human mode, then send your reply.
Nviti prevents a human reply while AI remains enabled. The takeover notification confirms the change for your team.
Hand back to AI
Select Return to AI in the chat header and confirm that AI should resume. Review the conversation before doing this so the customer has a clear next step.
Automatic handover
Assistant workflows can use the supported conditions and handover actions available in their editor. Configure and test the specific rule you need; do not assume that every complex question or low-confidence answer automatically transfers to a person.
For website chat, the widget can display waiting and active handoff messages when Show handoff status is enabled. Configure these labels under Chat Widgets → Support & Feedback. Customer-visible behavior therefore depends on the channel and widget settings.
Test the transition
Test a visitor request, takeover, human reply, and return to AI. Confirm the correct team can access the conversation and that the customer's next message is handled as expected.
See Inbox, AI Assistants, and Chat Widgets.