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takeover allows your team members to step into a live conversation, take control from the bot, chat directly with the customer, and then hand the conversation back when they're done.",[348,352,353,354,358],{},"This feature works exclusively with the ",[355,356,357],"strong",{},"web channel"," (including embedded widgets and iframes).",[360,361,363],"h2",{"id":362},"how-it-works","How it works",[348,365,366],{},"Human takeover follows a simple lifecycle:",[368,369,370,387,405,411],"ol",{},[371,372,373,376,377,382,383,386],"li",{},[355,374,375],{},"Escalation"," - A customer triggers the ",[378,379,381],"a",{"href":380},"\u002Fdocs\u002Ftalk-to-a-human","Talk to a Human"," power-up during a conversation. The bot collects the customer's email address and sends a notification to your team. The conversation state changes to ",[355,384,385],{},"Escalated",".",[371,388,389,392,393,396,397,400,401,404],{},[355,390,391],{},"Claiming"," - A team member sees the escalated conversation in the ",[355,394,395],{},"Conversations"," dashboard and clicks ",[355,398,399],{},"Claim",". The conversation state changes to ",[355,402,403],{},"Active"," and the customer sees a message that an agent has joined.",[371,406,407,410],{},[355,408,409],{},"Live chat"," - The team member chats directly with the customer in real-time. Bot responses are paused while the conversation is claimed.",[371,412,413,416,417,420,421,424],{},[355,414,415],{},"Hand back"," - When done, the team member clicks ",[355,418,419],{},"Hand back to bot"," to hand the conversation back to the bot. The conversation state changes to ",[355,422,423],{},"Resolved"," and the customer sees a message that the agent has left.",[360,426,428],{"id":427},"setting-up-human-takeover","Setting up human takeover",[430,431,433],"h3",{"id":432},"_1-enable-human-takeover-on-your-bot","1. Enable human takeover on your bot",[348,435,436,437,439],{},"Navigate to your bot's settings page and enable the ",[355,438,82],{}," toggle. This activates the feature for the bot's web channel.",[348,441,442,443,446],{},"If you haven't yet added the Talk to a Human power-up, a blue callout will appear below the toggle offering to add it for you - click ",[355,444,445],{},"Add power-up"," to add it without leaving settings.",[348,448,449],{},[450,451],"img",{"alt":452,"src":453},"Human takeover toggle enabled with Add the Talk to a Human power-up callout","https:\u002F\u002Fres.cloudinary.com\u002Fdjyjvrw5u\u002Fimage\u002Fupload\u002Fv1773411933\u002Fdocs\u002Fhuman-takeover-toggle-callout.png",[430,455,457],{"id":456},"_2-add-the-talk-to-a-human-power-up","2. Add the Talk to a Human power-up",[348,459,460,461,463],{},"Human takeover requires the ",[355,462,381],{}," power-up to be configured on your bot. This power-up gives the bot the ability to escalate conversations when a customer requests human assistance.",[368,465,466,472,478],{},[371,467,468,469,471],{},"Go to your bot's ",[355,470,194],{}," tab.",[371,473,474,475,477],{},"Add the ",[355,476,381],{}," power-up.",[371,479,480],{},"Configure the notification email address (defaults to the team owner's email).",[348,482,483,484,386],{},"For detailed setup instructions, see ",[378,485,223],{"href":380},[348,487,488,489,492,493,496],{},"If human takeover is not yet enabled, the Talk to a Human power-up settings page will show a callout prompting you to enable it - click ",[355,490,491],{},"Enable now"," to activate it without leaving the power-up, or ",[355,494,495],{},"Go to settings"," to navigate to bot settings.",[348,498,499],{},[450,500],{"alt":501,"src":502},"Talk to a Human power-up settings showing the Enable Human takeover callout","https:\u002F\u002Fres.cloudinary.com\u002Fdjyjvrw5u\u002Fimage\u002Fupload\u002Fv1773412201\u002Fdocs\u002Ftalk-to-human-enable-takeover-callout.png",[360,504,506],{"id":505},"managing-conversations","Managing conversations",[430,508,510],{"id":509},"the-conversations-dashboard","The Conversations dashboard",[348,512,513,514,516],{},"All escalated and active conversations appear in the ",[355,515,395],{}," page, accessible from the left sidebar. You can filter conversations by their state:",[518,519,520,525,530],"ul",{},[371,521,522,524],{},[355,523,385],{}," - Waiting for a team member to claim",[371,526,527,529],{},[355,528,403],{}," - Currently being handled by a team member",[371,531,532,534],{},[355,533,423],{}," - Handed back to the bot",[348,536,537],{},[450,538],{"alt":539,"src":540},"Conversations page with state filter dropdown open showing Escalated, Active, and Resolved options","https:\u002F\u002Fres.cloudinary.com\u002Fdjyjvrw5u\u002Fimage\u002Fupload\u002Fv1773415107\u002Fdocs\u002Fconversations-state-filter.png",[430,542,544],{"id":543},"claiming-a-conversation","Claiming a conversation",[348,546,547],{},"When a conversation is escalated, any team member with the appropriate role (owner, admin, or responder) can claim it:",[368,549,550,559,562],{},[371,551,552,553,555,556,558],{},"Navigate to ",[355,554,395],{}," and filter by ",[355,557,385],{}," state.",[371,560,561],{},"Select the conversation you want to handle.",[371,563,564,565,567],{},"Click the ",[355,566,399],{}," button.",[348,569,570],{},"The customer will see a system message that an agent has joined the conversation. If another team member has already claimed it, you'll see a notification telling you who claimed it.",[348,572,573],{},[450,574],{"alt":575,"src":576},"Escalated conversation selected with Claim button visible","https:\u002F\u002Fres.cloudinary.com\u002Fdjyjvrw5u\u002Fimage\u002Fupload\u002Fv1773415152\u002Fdocs\u002Fconversations-escalated-claim.png",[430,578,580],{"id":579},"chatting-with-the-customer","Chatting with the customer",[348,582,583],{},"Once you've claimed a conversation, you can type messages directly to the customer using the message input at the bottom of the conversation view. Messages are delivered instantly.",[348,585,586],{},"While the conversation is claimed, the bot will not respond to the customer - all responses come from you.",[348,588,589],{},[450,590],{"alt":591,"src":592},"Active claimed conversation with agent message input at the bottom","https:\u002F\u002Fres.cloudinary.com\u002Fdjyjvrw5u\u002Fimage\u002Fupload\u002Fv1773416024\u002Fdocs\u002Fconversations-active-agent-input.png",[430,594,596],{"id":595},"releasing-a-conversation","Releasing a conversation",[348,598,599,600,602],{},"When you're done helping the customer, click the ",[355,601,419],{}," button to hand the conversation back to the bot. The customer will see a system message that the agent has left, and the bot will resume responding.",[348,604,605],{},[450,606],{"alt":607,"src":608},"Active conversation with the hand back to bot button visible at the top","https:\u002F\u002Fres.cloudinary.com\u002Fdjyjvrw5u\u002Fimage\u002Fupload\u002Fv1773416095\u002Fdocs\u002Fconversations-active-release.png",[360,610,612],{"id":611},"real-time-updates","Real-time updates",[348,614,615],{},"The Conversations dashboard updates automatically - no need to refresh. You'll see:",[518,617,618,621,624],{},[371,619,620],{},"New escalated conversations appear automatically",[371,622,623],{},"State changes (escalated → active → resolved) update in real-time",[371,625,626],{},"New messages from customers appear instantly when viewing a claimed conversation",[348,628,629],{},"On the customer's side, the chat widget also updates in real-time:",[518,631,632,635,638],{},[371,633,634],{},"A visual indicator shows when a human agent has joined",[371,636,637],{},"The agent's name is displayed during the takeover",[371,639,640],{},"Messages from the agent appear instantly",[348,642,643],{},[450,644],{"alt":645,"src":646},"Customer chat widget showing a human agent has joined the conversation","https:\u002F\u002Fres.cloudinary.com\u002Fdjyjvrw5u\u002Fimage\u002Fupload\u002Fv1773416358\u002Fdocs\u002Fconversations-widget-agent-joined.png",[360,648,68],{"id":69},[348,650,651],{},"You can set up webhooks to be notified of conversation lifecycle events. This is useful for integrating with CRMs, ticketing systems, or monitoring tools.",[348,653,654],{},"The following conversation webhooks are available:",[656,657,658,671],"table",{},[659,660,661],"thead",{},[662,663,664,668],"tr",{},[665,666,667],"th",{},"Webhook",[665,669,670],{},"Fires when",[672,673,674,685,695,705],"tbody",{},[662,675,676,682],{},[677,678,679],"td",{},[355,680,681],{},"Conversation started",[677,683,684],{},"A new conversation is created",[662,686,687,692],{},[677,688,689],{},[355,690,691],{},"Conversation escalated",[677,693,694],{},"A customer requests a human agent",[662,696,697,702],{},[677,698,699],{},[355,700,701],{},"Conversation claimed",[677,703,704],{},"A team member claims a conversation",[662,706,707,712],{},[677,708,709],{},[355,710,711],{},"Conversation released",[677,713,714],{},"A team member hands back a conversation",[348,716,717,718,386],{},"For full payload details and setup instructions, see ",[378,719,721],{"href":720},"\u002Fdocs\u002Fwebhooks#conversation-webhooks","Webhooks - Conversation webhooks",[348,723,724],{},[450,725],{"alt":726,"src":727},"Webhooks tab showing conversation lifecycle webhook cards","https:\u002F\u002Fres.cloudinary.com\u002Fdjyjvrw5u\u002Fimage\u002Fupload\u002Fv1773416607\u002Fdocs\u002Fwebhooks-conversation-lifecycle.png",[360,729,731],{"id":730},"requirements-and-limitations","Requirements and limitations",[518,733,734,740,746,752],{},[371,735,736,739],{},[355,737,738],{},"Web channel only"," - Human takeover is currently available for the web channel (direct bot URL, embedded widget, and iframe). Other channels (Slack, Discord, Telegram, etc.) are not supported.",[371,741,742,745],{},[355,743,744],{},"Talk to a Human power-up required"," - The escalation flow is triggered by the Talk to a Human power-up. Without it, there is no way for a customer to request a human agent.",[371,747,748,751],{},[355,749,750],{},"One agent per conversation"," - Only one team member can claim a conversation at a time. If another agent tries to claim an already-claimed conversation, they'll be notified.",[371,753,754,757],{},[355,755,756],{},"Team roles"," - Only team members with the owner, admin, or responder role can claim and respond to conversations.",{"title":759,"searchDepth":59,"depth":59,"links":760},"",[761,762,766,772,773,774],{"id":362,"depth":59,"text":363},{"id":427,"depth":59,"text":428,"children":763},[764,765],{"id":432,"depth":21,"text":433},{"id":456,"depth":21,"text":457},{"id":505,"depth":59,"text":506,"children":767},[768,769,770,771],{"id":509,"depth":21,"text":510},{"id":543,"depth":21,"text":544},{"id":579,"depth":21,"text":580},{"id":595,"depth":21,"text":596},{"id":611,"depth":59,"text":612},{"id":69,"depth":59,"text":68},{"id":730,"depth":59,"text":731},"Let your team step in and take over conversations from your bot in real-time when customers need a human touch.","md",null,{"prevPage":80,"nextPage":90},true,"\u002Fdocs\u002Fbots\u002Fhuman-takeover",{"title":82,"description":775},"docs\u002Fbots\u002Fhuman-takeover","I8-BN2rieOppo3BFhRRYpbP9R771R2D2hIRV-DbPbjo",{"id":785,"title":47,"body":786,"description":759,"extension":776,"longTitle":777,"meta":793,"navigation":779,"path":794,"position":48,"seo":795,"stem":796,"__hash__":797},"docs\u002Fdocs\u002Fbots\u002F_index.md",{"type":345,"value":787,"toc":791},[788],[789,790,47],"h1",{"id":53},{"title":759,"searchDepth":59,"depth":59,"links":792},[],{},"\u002Fdocs\u002Fbots\u002F_index",{"title":47,"description":759},"docs\u002Fbots\u002F_index","LInSds9dB2V3BPa4s2Zj6NtChX_0uTxLY942NyFy688",{"prev":799,"next":800},{"title":79,"slug":80,"position":31,"directory":53},{"title":85,"slug":86,"position":55,"directory":53},1784559769658]