Quick answer: Visitors can click Connect to Human or Talk to Agent, and agents can claim chats from the dashboard. The full history moves with the conversation. Agree on response times and fallback messages with your team.
How takeover works
The AI handles the conversation until the visitor requests a person or an agent claims the chat. The conversation then appears in the agent inbox with its full history.
Prepare your team
- Decide who monitors the dashboard and when.
- Agree on a target response time.
- Read the AI conversation before replying, because the context is already there.
Set expectations outside hours
Use your fallback and welcome messages to explain when humans are available, so visitors know what to expect.