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Human agents

Sometimes the assistant can't (or shouldn't) handle a conversation alone. The human-agent view is the seat your live team sits in to watch active conversations and take over when needed. It runs over a WebSocket so messages arrive instantly, no refresh.

Human-agent seats are gated by your plan's human_agents credit. Add more seats by upgrading the plan.

What you can do with it​

  • Tier-2 support escalation (SaaS) — The AI handles "how do I reset my password" and "where do I find my invoice." When someone says "I'm cancelling," a human jumps in within seconds. The handoff is silent — the customer doesn't see a "transferring you to an agent" message unless you script one.
  • Sales handoff (high-ticket B2B) — The AI qualifies inbound leads on chat. When a qualified lead asks for a demo or shows buying intent, a sales rep takes over the conversation in real time. No round-tripping through email.
  • Live-event coverage (e-commerce) — During a flash sale, a small team of agents shadows the AI on the busiest chats, jumping in only when the AI gets a question it can't answer.

How it works​

How an agent takes over​

  1. Open the human-agents view.
  2. Manually pick an assistant to watch from the dropdown. (There's no round-robin or auto-assign today — agents self-select.)
  3. The active conversations on that assistant appear in real-time.
  4. Click a conversation, then click Take over. From that point, your typed messages go to the customer instead of the assistant's.

What's not here today​

To set expectations clearly:

  • No presence states. There's no Available / Away / Busy toggle. If you're on the page, you can take conversations.
  • No round-robin assignment. Agents pick conversations themselves.
  • No "Return to AI" button. Once you take over, the conversation stays with you until it closes. (You can simply stop responding and the conversation ages out, but there isn't an explicit handoff-back button.)

Where to next​

  • Conversations — review past takeovers and their outcomes.
  • Web chat widget — the channel where takeover is used most.
  • Teams — add team members so they can act as agents.