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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.",[323,327,328,329,333],{},"This feature works exclusively with the ",[330,331,332],"strong",{},"web channel"," (including embedded widgets and iframes).",[335,336,338],"h2",{"id":337},"how-it-works","How it works",[323,340,341],{},"Human takeover follows a simple lifecycle:",[343,344,345,362,380,386],"ol",{},[346,347,348,351,352,357,358,361],"li",{},[330,349,350],{},"Escalation"," - A customer triggers the ",[353,354,356],"a",{"href":355},"\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 ",[330,359,360],{},"Escalated",".",[346,363,364,367,368,371,372,375,376,379],{},[330,365,366],{},"Claiming"," - A team member sees the escalated conversation in the ",[330,369,370],{},"Conversations"," dashboard and clicks ",[330,373,374],{},"Claim",". The conversation state changes to ",[330,377,378],{},"Active"," and the customer sees a message that an agent has joined.",[346,381,382,385],{},[330,383,384],{},"Live chat"," - The team member chats directly with the customer in real-time. Bot responses are paused while the conversation is claimed.",[346,387,388,391,392,395,396,399],{},[330,389,390],{},"Hand back"," - When done, the team member clicks ",[330,393,394],{},"Hand back to bot"," to hand the conversation back to the bot. The conversation state changes to ",[330,397,398],{},"Resolved"," and the customer sees a message that the agent has left.",[335,401,403],{"id":402},"setting-up-human-takeover","Setting up human takeover",[405,406,408],"h3",{"id":407},"_1-enable-human-takeover-on-your-bot","1. Enable human takeover on your bot",[323,410,411,412,414],{},"Navigate to your bot's settings page and enable the ",[330,413,82],{}," toggle. This activates the feature for the bot's web channel.",[323,416,417,418,421],{},"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 ",[330,419,420],{},"Add power-up"," to add it without leaving settings.",[323,423,424],{},[425,426],"img",{"alt":427,"src":428},"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",[405,430,432],{"id":431},"_2-add-the-talk-to-a-human-power-up","2. Add the Talk to a Human power-up",[323,434,435,436,438],{},"Human takeover requires the ",[330,437,356],{}," 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.",[343,440,441,447,453],{},[346,442,443,444,446],{},"Go to your bot's ",[330,445,173],{}," tab.",[346,448,449,450,452],{},"Add the ",[330,451,356],{}," power-up.",[346,454,455],{},"Configure the notification email address (defaults to the team owner's email).",[323,457,458,459,361],{},"For detailed setup instructions, see ",[353,460,202],{"href":355},[323,462,463,464,467,468,471],{},"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 ",[330,465,466],{},"Enable now"," to activate it without leaving the power-up, or ",[330,469,470],{},"Go to settings"," to navigate to bot settings.",[323,473,474],{},[425,475],{"alt":476,"src":477},"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",[335,479,481],{"id":480},"managing-conversations","Managing conversations",[405,483,485],{"id":484},"the-conversations-dashboard","The Conversations dashboard",[323,487,488,489,491],{},"All escalated and active conversations appear in the ",[330,490,370],{}," page, accessible from the left sidebar. You can filter conversations by their state:",[493,494,495,500,505],"ul",{},[346,496,497,499],{},[330,498,360],{}," - Waiting for a team member to claim",[346,501,502,504],{},[330,503,378],{}," - Currently being handled by a team member",[346,506,507,509],{},[330,508,398],{}," - Handed back to the bot",[323,511,512],{},[425,513],{"alt":514,"src":515},"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",[405,517,519],{"id":518},"claiming-a-conversation","Claiming a conversation",[323,521,522],{},"When a conversation is escalated, any team member with the appropriate role (owner, admin, or responder) can claim it:",[343,524,525,534,537],{},[346,526,527,528,530,531,533],{},"Navigate to ",[330,529,370],{}," and filter by ",[330,532,360],{}," state.",[346,535,536],{},"Select the conversation you want to handle.",[346,538,539,540,542],{},"Click the ",[330,541,374],{}," button.",[323,544,545],{},"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.",[323,547,548],{},[425,549],{"alt":550,"src":551},"Escalated conversation selected with Claim button visible","https:\u002F\u002Fres.cloudinary.com\u002Fdjyjvrw5u\u002Fimage\u002Fupload\u002Fv1773415152\u002Fdocs\u002Fconversations-escalated-claim.png",[405,553,555],{"id":554},"chatting-with-the-customer","Chatting with the customer",[323,557,558],{},"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.",[323,560,561],{},"While the conversation is claimed, the bot will not respond to the customer - all responses come from you.",[323,563,564],{},[425,565],{"alt":566,"src":567},"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",[405,569,571],{"id":570},"releasing-a-conversation","Releasing a conversation",[323,573,574,575,577],{},"When you're done helping the customer, click the ",[330,576,394],{}," 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.",[323,579,580],{},[425,581],{"alt":582,"src":583},"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",[335,585,587],{"id":586},"real-time-updates","Real-time updates",[323,589,590],{},"The Conversations dashboard updates automatically - no need to refresh. You'll see:",[493,592,593,596,599],{},[346,594,595],{},"New escalated conversations appear automatically",[346,597,598],{},"State changes (escalated → active → resolved) update in real-time",[346,600,601],{},"New messages from customers appear instantly when viewing a claimed conversation",[323,603,604],{},"On the customer's side, the chat widget also updates in real-time:",[493,606,607,610,613],{},[346,608,609],{},"A visual indicator shows when a human agent has joined",[346,611,612],{},"The agent's name is displayed during the takeover",[346,614,615],{},"Messages from the agent appear instantly",[323,617,618],{},[425,619],{"alt":620,"src":621},"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",[335,623,68],{"id":69},[323,625,626],{},"You can set up webhooks to be notified of conversation lifecycle events. This is useful for integrating with CRMs, ticketing systems, or monitoring tools.",[323,628,629],{},"The following conversation webhooks are available:",[631,632,633,646],"table",{},[634,635,636],"thead",{},[637,638,639,643],"tr",{},[640,641,642],"th",{},"Webhook",[640,644,645],{},"Fires when",[647,648,649,660,670,680],"tbody",{},[637,650,651,657],{},[652,653,654],"td",{},[330,655,656],{},"Conversation started",[652,658,659],{},"A new conversation is created",[637,661,662,667],{},[652,663,664],{},[330,665,666],{},"Conversation escalated",[652,668,669],{},"A customer requests a human agent",[637,671,672,677],{},[652,673,674],{},[330,675,676],{},"Conversation claimed",[652,678,679],{},"A team member claims a conversation",[637,681,682,687],{},[652,683,684],{},[330,685,686],{},"Conversation released",[652,688,689],{},"A team member hands back a conversation",[323,691,692,693,361],{},"For full payload details and setup instructions, see ",[353,694,696],{"href":695},"\u002Fdocs\u002Fwebhooks#conversation-webhooks","Webhooks - Conversation webhooks",[323,698,699],{},[425,700],{"alt":701,"src":702},"Webhooks tab showing conversation lifecycle webhook cards","https:\u002F\u002Fres.cloudinary.com\u002Fdjyjvrw5u\u002Fimage\u002Fupload\u002Fv1773416607\u002Fdocs\u002Fwebhooks-conversation-lifecycle.png",[335,704,706],{"id":705},"requirements-and-limitations","Requirements and limitations",[493,708,709,715,721,727],{},[346,710,711,714],{},[330,712,713],{},"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.",[346,716,717,720],{},[330,718,719],{},"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.",[346,722,723,726],{},[330,724,725],{},"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.",[346,728,729,732],{},[330,730,731],{},"Team roles"," - Only team members with the owner, admin, or responder role can claim and respond to conversations.",{"title":734,"searchDepth":59,"depth":59,"links":735},"",[736,737,741,747,748,749],{"id":337,"depth":59,"text":338},{"id":402,"depth":59,"text":403,"children":738},[739,740],{"id":407,"depth":21,"text":408},{"id":431,"depth":21,"text":432},{"id":480,"depth":59,"text":481,"children":742},[743,744,745,746],{"id":484,"depth":21,"text":485},{"id":518,"depth":21,"text":519},{"id":554,"depth":21,"text":555},{"id":570,"depth":21,"text":571},{"id":586,"depth":59,"text":587},{"id":69,"depth":59,"text":68},{"id":705,"depth":59,"text":706},"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":750},"docs\u002Fbots\u002Fhuman-takeover","I8-BN2rieOppo3BFhRRYpbP9R771R2D2hIRV-DbPbjo",{"id":760,"title":47,"body":761,"description":734,"extension":751,"longTitle":752,"meta":768,"navigation":754,"path":769,"position":48,"seo":770,"stem":771,"__hash__":772},"docs\u002Fdocs\u002Fbots\u002F_index.md",{"type":320,"value":762,"toc":766},[763],[764,765,47],"h1",{"id":53},{"title":734,"searchDepth":59,"depth":59,"links":767},[],{},"\u002Fdocs\u002Fbots\u002F_index",{"title":47,"description":734},"docs\u002Fbots\u002F_index","LInSds9dB2V3BPa4s2Zj6NtChX_0uTxLY942NyFy688",{"prev":774,"next":775},{"title":79,"slug":80,"position":31,"directory":53},{"title":85,"slug":86,"position":55,"directory":53},1780676214585]