Cover waiting periods
Use takeover when a conversation would otherwise sit without a response.
AI Takeover
Keep the conversation moving when your team is not available.
Use AI takeover as a continuation of the website conversation, then bring the team back in when a human response or follow-up is needed.
Team status: away
AI takeover active
Conversation ready for team follow-up
Built around handoff
AI should extend the workflow, not hide what happened.
The useful part of takeover is continuity: the visitor can keep moving, while the team still has the conversation context when they return.
Keep the thread intact
The handoff can remain part of the same conversation instead of becoming a disconnected enquiry.
Return to a person
When the conversation needs human judgment or follow-up, the team can continue with the prior context visible.
A simple operating model
Decide where AI helps and where the team takes over.
1
Visitor starts a conversation
Live chat creates the thread.
2
Coverage changes
Outside configured business hours, AI can respond without waiting for an available agent. During business hours, takeover waits for agent inactivity and only runs on unassigned conversations.
3
Team follows up
The shared inbox keeps the prior messages and next action visible.
Live conversation
AI takeover
Assigned to team
AI Takeover FAQ
Keep the handoff clear for both visitors and the team.
AI takeover should fit the conversation workflow you choose rather than becoming a separate experience.
The current application can respond immediately outside configured business hours. During business hours it waits for agent inactivity, and it does not take over a conversation already assigned to an agent.
The feature is designed around continuity so the prior thread remains useful when a person returns to the conversation.
Yes. The workflow is designed to return the conversation to the team when human follow-up is needed.
Next step