How to make the AI Bot pause automatically when your agents take over any conversation

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:

1. On the left menu, click on Configuration.
2. Go to Handover.
3. Check the box next to Enable Handover On Echo.
4. Save Changes.

ℹ️ By default, this option is turned ON and does not affect plans that include agent desktop.