01
AI ownership
The assistant answers only while the conversation remains eligible for automation.
Human handoff
Automation stops when a person needs to own the conversation.
A consistent AI, human, and paused conversation state is enforced across the website widget and connected messaging channels.
Human handoff
Illustrative product motion
AI handling
Grounded replies
Human owner
Full thread
Automation paused
Escalation reason and conversation history stay visible.
Ownership handoff flow
Automation pauses before a person owns the next reply.
System view
Signals in
01AI conversationEscalation detected
Ownership Router
Automation paused
Outcomes
01Human agentFull thread retained
What breaks
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.
The operational change
Ownership, escalation reason, thread history, and the next available action remain visible while automated replies are paused.
Product view
See ownership change before another reply is sent.
Illustrative layout of the shipped workflow. Live workspace screens use tenant data and permission checks.
Move ownership without breaking the thread
WhatsApp · product workflow
AI handling
Grounded reply active
Automation paused
Reason retained
Human owner
Full thread available
Customer message
“I need a person to review this charge.”
A team member has the conversation now. Your message history is preserved.
Ownership record
Escalation reason retained
AI replies paused
Billing queue selected
Capability map
Built around this job.
Every surface below maps to a working product state, server action, or provider-backed workflow.
02
Paused state
Automation can be paused by policy, schedule, confidence, or explicit human takeover.
03
Assigned agent
An owner can reply, add a note, change priority, and resolve the same thread.
04
Original channel
The human reply is delivered through the website or connected provider that received the request.
Ownership sequence
From configuration to a working result.
- 01
Detect
A rule or customer request identifies the need for a person.
- 02
Pause
AI generation and outbound automation stop.
- 03
Assign
The queue exposes the escalation to the appropriate team.
- 04
Continue
The agent replies inside the original conversation.
Test the moment automation should stop.
Follow an escalation from detection to a human-owned reply in the original thread.