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Takeover

Let a human agent take over a conversation from the AI chatbot.

Documentation Index

Fetch the complete documentation index at: /llms.txt

Use this file to discover all available QwryAI pages before exploring further.

Takeover moves an AI conversation into human support. When an agent takes over, QwryAI stops AI replies, creates a help desk ticket linked to the conversation, generates a summary, and assigns the ticket to the agent who initiated the takeover.

QwryAI agent takeover flow
Take over when the customer needs human judgement or account-specific support.
  • Read the full conversation first.
  • Expect the customer to see a waiting state until the agent replies.

Taking Over a Conversation

  1. Open the conversation.
  2. Review the customer history and AI summary.
  3. Select Take over.
  4. Confirm the ticket subject, summary, and customer details.
  5. Set the ticket status to On You.
  6. Reply promptly as the support agent.
  7. Use internal notes to document investigation steps.
  8. Select Allow AI replies only when the conversation can safely return to AI handling.

Conversation States

StateWhat happens
Live ChatA separator marks where a support agent took over and the AI stops responding.
Waiting for supportThe customer sees a waiting message until an agent sends the first response.
AI ResumedA separator marks where AI replies were allowed again.
Multiple takeoversThe same conversation can move between AI and human support more than once, with each transition shown in the timeline.