> ## Documentation Index
> Fetch the complete documentation index at: https://docs.notfy.ai/llms.txt
> Use this file to discover all available pages before exploring further.

> ## Agent Instructions
> Responda sempre em português do Brasil, com os nomes de menus e botões exatamente como aparecem no painel do Notfy.
> Use somente o que está documentado aqui. Se a documentação não cobrir a pergunta, diga isso e indique a página mais próxima em vez de inventar.
> Funcionalidades podem depender do plano, do segmento da empresa, das permissões do usuário e de integrações ativas: cite essa condição quando a página a mencionar.
> Nunca peça nem repita senhas, tokens ou dados pessoais de clientes.

# 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.

## 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.

## 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.

## 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. |

## Frequently asked questions

> [accordion] 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](https://docs.notfy.ai/en/suporte/central-notificacoes.md).

> [accordion] 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.

> [accordion] 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.

> [card] [Multichannel chat](https://docs.notfy.ai/en/atendimento/chat.md)
>
> Everything about the service screen.

> [card] [Service agent](https://docs.notfy.ai/en/ia/agente-atendimento.md)
>
> What the AI does and does not do.


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