Taking Over from the AI (Human Handover)

While your AI assistant can handle many customer queries, some situations require a human touch. Nviti.ng makes it easy for your support agents to seamlessly take over conversations from the AI, ensuring your customers always receive the best possible support.

How to Manually Take Over a Conversation

This feature is available on all subscription plans.

When you are viewing a live conversation in the Chat Zone, you can intervene at any time.

  1. Locate the Handover Toggle: In the top-right corner of the chat window, you will see a toggle switch labeled "Takeover" or "Handover".

    • When the toggle shows a wizard icon (🧙‍♂️), it means the AI Assistant is currently active.
    • When it shows a person icon (🧑‍💻), it means a human agent is handling the conversation.

  2. Click the Toggle: To take over the conversation from the AI, simply click the toggle.

    Screenshot of the handover toggle in the chat interface

  3. Confirm the Handover: A notification will confirm that the conversation has been handed over to you. The AI will immediately stop responding, and you can begin typing your message to the customer. The customer is not notified of this change; the transition is seamless from their perspective.

  4. Handing Back to the AI: If you resolve the issue and want the AI to resume handling the conversation, simply click the toggle again.

When Should You Take Over?

It's good practice for your team to take over when:

  • A customer asks a complex, multi-part question.
  • A customer is expressing frustration or dissatisfaction.
  • The query involves sensitive personal or billing information.
  • The customer explicitly asks to speak to a person.
  • You notice the AI is struggling to understand the customer's intent.

Automatic Handover Triggers (Advanced/Premium Plans)

For businesses on our Scale, Pro, and Enterprise plans, we offer advanced, automated handover triggers to streamline your support workflow. These features can be configured in your channel settings.

  • Keyword Detection: Automatically transfer the conversation to a human agent when the customer uses specific keywords or phrases (e.g., "speak to an agent," "complaint," "human please").
  • AI Confidence Score: If the AI's confidence in its answer falls below a set threshold, it will not respond and will instead escalate the conversation to your team.

This ensures that complex or sensitive issues are automatically routed to the right people, improving response times and customer satisfaction.

For more details on managing live chats, refer to the Managing Conversations documentation.