Let the request arrive
Supported timing controls can group rapid messages before a reply. Choose the behavior that fits the channel and the work.
AI conversation controls
Decide where the AI helps and where your team takes over.
A customer may send several messages, correct a detail or ask for a person. Configure how the AI handles those situations before they happen.
Set the boundaries
Define the instructions, response style and rules for handling or ignoring enquiries. Review what the AI may do through its configured actions.
Keep staff in control
Your team can pause the AI and continue the conversation. Configure handover with the relevant contacts and operating process.
In your workspace
Give your AI a clear job and clear boundaries.
- Review the instructions.
- Choose reply and handover rules.
- Test a normal enquiry, an unclear request and a request for a person.
- Review the conversation and adjust the setup when the behavior needs to change.
What happens next
Staff can review the conversation and adjust the setup when the behavior needs to change.
What to know before you start
Controls reduce the scope of allowed behavior; they do not guarantee perfect responses. Available controls differ by channel and product.
Your questions, answered
Can a teammate take over?
Yes. Use the supported pause and inbox controls.
Will handover connect a live person immediately?
Response time depends on staff availability and the handover process.
What happens after the setup is changed?
Staff can review the conversation and adjust the setup when the behavior needs to change.
Connected capabilities
Cross-channel conversationsKeep useful customer information close to the conversation.Shared team inboxThe assigned teammate can review and continue the conversation.Conversational intake and formsThe right questions, in the right format.Secure file uploadsAuthorized staff can review the file and continue the work.