Handle requests and human handover
Find conversations, take ownership and coordinate handover between the assistant and operators.
Before you start
You need a team role with conversation access. Check the company you are working in and who is responsible for waiting requests. Visible channels and controls depend on permissions and configuration.
Take over a request
- Open Conversations and use channel or status filters to find the request.
- Open the conversation and read its history before replying. Check whether AI or an operator is handling it.
- Select Take over when you need to intervene. Check that handling has switched to the team.
- Reply through the intended channel and update assignment and status according to your company’s process.
- If the request can return to the assistant, use Hand over to AI when available. If resolved, set the status expected by your team’s workflow.
How team handover works
The assistant can involve the team when procedures require it. Conversation history remains available so customers do not have to repeat their request. During human handling, AI should not handle the same conversation at the same time: always check the displayed mode before replying or releasing a request.
Expected result and common issues
- The request has a clear owner and status, with its context available.
- A conversation is missing: check the company, channel and filters first.
- You cannot take over: check permissions and whether another operator owns the request.
- A request remains waiting: check assignment and agreed notifications. Team handover does not itself resolve a request.