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AI ownership
The assistant answers only while the conversation remains eligible for automation.
When a customer needs your team, make the change of hands feel effortless. The conversation carries on, with its context intact.
“I’d like to speak with someone.”
See how the conversation moves from AI assistance to human ownership.
A handoff is not real if the bot continues replying after an agent takes over, or if the agent cannot see why the customer was escalated.
Ownership, escalation reason, thread history, and the next available action remain visible while automated replies are paused.
A rule or customer request identifies the need for a person.
AI generation and outbound automation stop.
The queue exposes the escalation to the appropriate team.
The agent replies inside the original conversation.
The assistant answers only while the conversation remains eligible for automation.
Automation can be paused by policy, schedule, confidence, or explicit human takeover.
An owner can reply, add a note, change priority, and resolve the same thread.
The human reply is delivered through the website or connected provider that received the request.