What Is Agent Takeover?

Agent Takeover is when a human agent steps in to replace the AI chatbot in a website chat conversation. The AI stops responding and the human agent takes full control of the conversation.

When Does Takeover Happen?

There are three ways an AI conversation gets escalated to a human:

1. Escalation Keywords

In the AI Agent settings, you can define escalation keywords — comma-separated words that trigger an immediate handoff. Common examples:

• "speak to agent", "human", "representative", "help", "complaint"
• "medewerker", "mens", "klacht", "probleem"

When a visitor's message contains any of these keywords, the AI immediately stops and transfers the conversation to the human inbox.

2. Auto-Escalation After N Messages

You can set a maximum number of AI messages (1-10) before automatic escalation. For example:

• Set to 3: After 3 AI responses, the conversation is transferred to a human agent
• Set to 10: The AI handles up to 10 exchanges before transferring

This prevents the AI from going in circles on complex issues.

3. Manual Takeover by Agent

Any team member can manually take over an AI conversation from the inbox:

1. The website chat conversation appears in the inbox like any other conversation
2. You can see the AI's responses in the chat history
3. Simply start typing and sending a reply — this sets the "agent is active" flag
4. The AI immediately stops responding for this conversation

What Happens During Takeover

When a human takes over:

• The agentIsActive flag is set to true on the conversation
• The AI stops generating responses for this specific conversation
• The visitor sees the human agent's messages instead
• The full AI conversation history remains visible in the inbox
• Other conversations continue to be handled by AI normally

What the Visitor Sees

The takeover is seamless for the visitor. They don't see a "you've been transferred" message unless you choose to send one. The conversation simply continues with human responses.

Behavior & Escalation Settings

Configure takeover behavior on the AI Agent page (sidebar) under Behavior & Escalation:

Setting	Description
Escalation Keywords	Comma-separated words that trigger immediate handoff
Auto-Escalate After	Number of AI messages before auto-transfer (1-10)
Can Handle Order Questions	If off, order-related queries are escalated immediately
Can Handle Support Questions	If off, support questions are escalated immediately

AI Across Multiple Channels

The AI agent doesn't just work on the website chat widget. It also supports:

• Instagram DMs — AI responds to direct messages on your connected Instagram account
• Facebook Messenger — AI handles Messenger conversations
• WhatsApp — AI can respond in WhatsApp conversations (via automation triggers)
• Email — AI categorizes and routes emails (via the AI Categorize & Assign automation action)

Agent takeover works the same way across all channels — once a human starts replying, the AI steps back.

AI Analytics & Monitoring

Track how your AI performs in Analytics:

• AI Agent Handled % — percentage of conversations fully resolved by AI
• AI Fully Handled — conversations that never needed human intervention
• Avg AI Response Time — how fast the AI responds
• Stacked bar chart — visual comparison of AI-handled vs. human-handled conversations