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Take over a conversation the ai is currently handling

An operator deliberately takes over a conversation the AI Assistant is currently handling — for example when a customer is clearly frustrated — stopping the AI's automatic replies and becoming responsible with the complete history intact.

When this happens: Operator opens an AI-handled conversation and clicks Take over.

Step by step

  1. 1

    Notices an AI-handled conversation where the customer's tone has escalated, and opens it.

    EasyCRM shows the complete message history unchanged — customer messages and the AI's prior replies — with an AI is currently handling this conversation indicator and a Take over button.

  2. 2

    Click Take over.

    Sets User, ResponsibleUserId = the operator; writes AssignmentHistory with TakeOver, Ai, ByUserId = the operator. Stops automatic AI replies for the conversation (FR-28 UC-28.25) and marks it in the operator's Inbox views.

Other paths

Copilot still available after take over

If the company also runs Copilot mode, the operator may still request AI-drafted suggestions (FR-28 UC-28.15) after taking over — only *automatic* Auto Reply sending stops.

Return the conversation to the ai later

After resolving the customer's complaint, the operator clicks Return to AI (requires EasyCrm.Conversations.Transfer; a Supervisor uses EasyCrm.Conversations.Assign). EasyCRM checks that the company runs Auto Reply and AI is enabled for the channel connection, sets the AI as responsible party, writes AssignmentHistory and a staff-only system note.

If something goes wrong

Ai hands over on its own first

Before the operator clicks Take over, FR-28's groundedness check or a handover rule already transferred the conversation to a human automatically. The operator sees it already assigned to them (or Unassigned) via the normal notification path instead of an explicit take-over action.

Good to know

  • Taking over from the AI is available to any operator in scope, not restricted to Supervisors. |
  • The complete prior message history is preserved and visible unchanged — no truncation on take over. (FR-24-013, UC-28.24) |
  • Automatic AI replies stop once a human takes over, unless the company's configured rules provide otherwise. (FR-24-013, UC-28.25)