How to take over
Open any conversation and start replying — that's the whole action. The AI employee pauses, reads what was said, and stays available in the background for the next conversation.
What the customer sees
Nothing changes on their side: the same channel, the same thread, the same company. Internally, the record shows exactly who handled what and when.
Handing back
When the person is done, the conversation can return to AI handling. The full context travels with it in both directions.