Hand over from AI to an agent

Learn when the AI transfers the conversation to the team and how to take over, return or send a conversation back to the AI in the Chat.

The AI serves as far as it should. When the customer asks for a person or the subject requires care, the conversation goes to the team, which takes over in the Chat.

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When the AI hands the conversation to the team

The conversation is transferred automatically when:

• The customer asks to speak to an agent, human, manager or consultant. Phrases such as “I want to talk to an agent” or “I don’t want to talk to a robot” are recognized immediately.
• The customer shows evident frustration or irritation.
• A serious or complex subject comes up, such as a formal complaint, a billing dispute or a legal matter.
• AI credits run out or the AI is turned off in the integration. In these cases the conversation stays waiting for service.

When transferring, Notfy:

1. Pauses the AI in that conversation.
2. Puts the conversation on hold, in the team queue.
3. Sends a bell notification with the link to the chat.
4. Sends the customer a short message saying that a specialist will continue the service.

The transfer is recorded only once: if the customer keeps writing, the team does not receive repeated notifications.

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How the team takes over

1. Open the Chat

   Go to Service, Chat. The Queue tab shows what is waiting for service, and the AI tab shows what the AI is serving.

2. Open the conversation

   Select the conversation you want to handle.

3. Take over

   Click Take Over Conversation. You become the person in charge and the AI stops answering.

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Other actions in the conversation

Action	What it does
Transfer	Passes the conversation to another colleague.
Return to queue	Releases the conversation so someone else can take over. It remains in human service.
Finish	Ends the service. The AI does not answer finished conversations.
Mode: Human / AI	In the conversation details panel, the Mode section lets you choose who answers. Choose AI to return the conversation to the agent.

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Frequently asked questions

The AI transferred and I did not see the notification. Where do I find it?

Look for the conversation in the Queue tab of the Chat. Notifications are kept in the notification center.

Can I prevent the AI from answering a specific conversation?

Yes. Take over the conversation. While it is in human mode, the AI does not answer.

Can the AI interrupt an agent?

No. In human mode the AI stays silent. It only answers again if someone puts the conversation in AI mode.

Multichannel chat

Everything about the service screen.

Service agent

What the AI does and does not do.