Take over and return a conversation to AI

Human takeover changes session state

A session may request, acknowledge and end a handoff. As soon as a human message exists or a handoff state is active, it is no longer counted as resolved solely by AI.

Taking over does not remove previous replies: the agent should read them, explicitly correct any error and continue in the same thread. Returning to AI is a separate action after human work ends.

Expected reporting impact
Human intervention lowers the share of AI-resolved conversations; that is not a bug when handoff was necessary.

Decide whether takeover is needed

Intervene to resolve, not merely to greet.

• Explicit request

  The visitor asks for a person, exception or commitment AI cannot make.

• Risk or sensitivity

  Dispute, payment, personal data, regulated advice or serious incident requires your organization’s human process.

• Loop or unknown answer

  AI repeats an answer, cannot find the source or still misunderstands the need after clarification.

Take over cleanly

Check no one else is already active, then announce the transition.

1. Review before writing

   Review request, AI replies, originating page and contact details. Identify what was already attempted.

2. Introduce the agent

   One short sentence is enough: state you are taking over and restate the issue. Do not claim an order was checked before the integration responds.

3. Correct without hiding

   If AI was wrong, state the correct information and then fix the source. Do not leave two contradictory replies unexplained.

Return control at the right time

Complete the human action before re-enabling automation.

1. Outcome communicated

   The visitor knows the decision, next step and real timeframe if your team approved one.

2. No pending human message

   Avoid returning to AI while a colleague is still preparing a reply or external action.

3. Control question

   After return, ask a simple question in a test session and confirm an automatic reply arrives without duplicating the human message.

Signs of a successful takeover

Visitors should perceive continuity while Wavize honestly records the intervention.

• One active responder — No simultaneous or contradictory replies.
• Ended state — Handoff closes only after human resolution.
• Source fixed when needed — The same issue should not recur in future sessions.