AI Agent: User Takeover Conversation
complete
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Adam Teo
Business problem:
- As a user, I want to take over a conversation from the AI Agent and stop it from generating responses when it is too slow, inaccurate, or inappropriate, so that I can accurately address my customersâ and leadsâ inquiries and transactions.
Desired outcome:
- Ability to immediately stop AI Agent response
- Seamless transfer of conversation ownership
- Prevent AI Agent from sending delayed responses after reassignment
Use Cases:
- Handling urgent or sensitive customer inquiries
- Prevent AI Agent from sending further incorrect responses
The current workaround:
- Users must manually select themselves from the assignee dropdown, the AI Agent still replies to the last received message before reassignment.
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Nabilah Binti Salleh
marked this post as
complete
đ€đŹ Step in instantly when it matters!
You can now take over any AI Agent conversation directly from the Inbox. With one click, stop the AI from responding and continue the chat yourself â no delays, no mixed replies. A seamless handoff from AI to human, right when your customers need it most.
Learn more
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Nabilah Binti Salleh
marked this post as
in progress
N
Nabilah Binti Salleh
Merged in a post:
Auto-Assign on Takeover
Joash Tubaga
When a live agent takes over a chat from either a co-agent or an AI agent, the conversation should automatically be assigned to the agent who takes over.
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Nabilah Binti Salleh
Hi Joash Tubaga - thank you for your request. Currently, when an agent takes over a conversation, the assignment does not change automatically. Instead, the conversation will remain assigned to the original agent (whether it was a human agent or an AI agent). If needed, you can manually reassign the contact through the Assignment dropdown.