Live Human Takeover

Let a support agent take over a web or widget conversation and answer the user in the chat.

Live human takeover lets your support team answer users in the conversation they started with the AI. When a user asks for a person, the AI stops answering, the conversation waits in the Live queue of the ticket inbox, and an agent replies directly in the chat.

Turn It On

Live takeover works with the native AGO ticketing system.

1. Go to Tickets → Ticket Forms and make sure AGO is the active ticketing system.
2. Click Configure ticketing system.
3. Turn on Live human takeover and save.

When it is on, the ticketing tool no longer shows a ticket form in web and widget conversations. Conversations from Slack, Teams, WhatsApp and other external channels keep the ticket form.

What the User Sees

1. The user asks to talk to a person, or the AI detects that they need one.
2. The AI tells them a support agent will answer in the conversation, and a ticket is created with a summary of the request.
3. A banner above the message box shows that the conversation is waiting for an agent. The user can keep writing: their messages reach the team, and the AI does not answer them.
4. When an agent joins, the banner disappears, a note in the conversation shows the agent’s first name, and their replies appear in the chat as they are sent.
5. When the agent hands the conversation back, the AI answers again.

Outside your default business hours, the AI tells the user that the team will answer as soon as possible.

Agent replies always stay in the conversation. If the user has not read a reply two minutes after it was sent, because they left, switched tabs or collapsed the widget, they receive it by email. Several replies sent in a row arrive in one email. Only users whose email address is known, because they signed in or entered it in the widget, can be emailed.

Handle a Conversation

Conversations waiting for an agent appear in the Live queue of the Tickets page, with a Waiting badge. Conversations an agent is handling show a Live badge.

Open the ticket to see the whole conversation, including what the user told the AI. A bar at the top shows the conversation state and whether the user is currently online.

Action	What it does
Take conversation	Assigns the ticket to you and tells the user you joined. Sending a chat message to a waiting conversation does the same.
Take over	Takes a conversation another agent is handling.
Hand back to AI	The AI answers the user’s next messages again. The ticket stays open until you close it.

While the conversation is live, the message box sends Chat messages: the user sees them immediately. Under each of your replies, Seen means the user read it in the chat, and Sent by email means it reached them by email instead. Switch to Internal note to write something only your team can see.

To transfer a conversation, change the ticket’s Assignee: the user is told who took over. Removing the assignee puts the conversation back in the queue. Closing or solving the ticket hands the conversation back to the AI.

Get Alerted

Any admin page shows a notification, with a sound, when a new conversation starts waiting for an agent. Click Open to go to the ticket.

To be alerted when the AGO tab is in the background, open the Live queue and click Enable desktop notifications, then allow notifications in your browser.