Conversations
How does human takeover work?
5 minute read
Reviewed September 3, 2026
Short answer
Short answer
An authorized operator can open a conversation and send a reply. The first operator send moves the conversation into human control, keeps the reply in the shared transcript, and updates the visitor's widget. Releasing the conversation returns it to assistant control.
Before you start
- Authorized access to the Engage operator or dashboard conversation view
- A live or persisted conversation in the selected workspace
- A supported reply path for that conversation's channel
Join with the context intact
Open the conversation, read the recent transcript and visitor context, and send a direct reply only when you understand what the visitor is asking. The control state changes to human when the operator message is accepted.
- 01Open Inbox or the live conversation view.
- 02Select the conversation and review the latest messages.
- 03Write a concise reply that identifies you as a person when that helps clarity.
- 04Send the reply and confirm it appears in the transcript.
- 05Continue the human exchange or release control when the assistant can safely resume.
Synthetic example
“Hi, this is Morgan with Northline Support. I can help with the address change. Please do not post account credentials here; I’ll send the approved verification step next.”
Release control intentionally
Returning the conversation to the assistant is a separate action. Use it after the human portion is complete and the remaining questions are covered by approved sources. If the visitor is waiting on an offline action, say what will happen next before releasing.
Watch the delivery state
Website conversations update through the shared transcript. Replies on connected messaging channels use their configured delivery path and can fail independently. Treat a visible delivery failure as unsent until the channel confirms otherwise.
Availability and limits
What to keep in mind
- Takeover requires an authorized operator; it is not a public visitor control.
- Supported reply and delivery behavior varies by channel configuration.
- Releasing control does not resolve an offline promise, refund, account change, or other work outside the conversation.
Keep going
Related guides
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Read guideHow do I review conversations and dashboard activity?
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Read guideHow do I troubleshoot Engage or contact support?
Check common widget, answer, lead, takeover, and booking problems before contacting AJAI Support.
Read guideNeed a specific answer?
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