Your agents can jump into the conversation with customers any time they need to.
Hence, pausing the AI is important, so customers don’t receive replies from the AI & your agents simultaneously.
This article shows how to pause the AI bot automatically during human-agent interaction, so let’s get started!
Handover on Echo
Enabling this feature will pause the AI Bot automatically if an agent decides to take over the conversation with a customer.
To enable it:
- On the left menu, click on Configuration.
- Go to Handover.
- Check the box next to Enable Handover On Echo.
- Save Changes.
ℹ️ By default, this option is turned ON and does not affect plans that include agent desktop.