Take over handed-over conversations as an agent
How to recognize that a chatbot conversation was handed over, take it over, and hand it back to the bot.
Last verified: 2026-07-20
When the chatbot hands over a conversation automatically (see "handover threshold" in the chatbot configuration) or you want to take it over manually, you find it in the "Chatbot" section on the "Live Inbox" tab. There is no push notification — the list refreshes automatically every 8 seconds.
Step by step
- Open the Live InboxNavigate to the "Chatbot" section and select the "Live Inbox" tab.
- Recognize handed-over conversationsConversations with a handed-over or requested status show an orange "Handover" badge. Use the filter dropdown to filter specifically for handover conversations.
- Take over the conversationOpen a conversation and click "Take over". This works regardless of whether the automatic handover threshold was reached — you can also take over manually at any time.
- Review the historyThe full conversation with customer, bot and your own messages is shown chronologically in one view.
- ReplyWrite your reply directly in the conversation — as soon as you send a message, the conversation is automatically marked as taken over by you, even without explicitly clicking "Take over".
- Optional: hand back to the botUse the "Bot takes over again" button to hand the conversation back to the chatbot at any time — staying with a human is not permanently enforced.
Expected result
You have taken over the conversation, see the full history, and can freely decide whether and when to hand it back to the bot.
Common error cases
I do not see a "Take over" icon on a conversation.
Cause: The conversation was already taken over by another agent (status already "agent").
Resolution: Check the current status in the conversation history; coordinate with your colleague if needed.
There is no notification when a new handover arrives.
Cause: The Live Inbox works with automatic polling (every 8 seconds) instead of push notifications — this is the current, production behavior.
Resolution: Keep the Live Inbox tab open during your working hours, or use the handover filter to check regularly.
A conversation is not assigned to a specific agent or team.
Cause: There is currently no queue or assignment logic — all authorized agents see the same shared inbox.
Resolution: Coordinate handling internally within your team until a conversation is taken over.