Human Takeover

oHallo’s assistant handles most conversations automatically, but there are times when a human touch is the right call. The takeover feature lets you step in at any point, manage the conversation yourself, and hand it back to the assistant when you are done.

When to take over

Consider taking over a conversation when:

• The question is complex or unusual: The customer is asking something that falls outside your knowledge base or requires creative problem-solving.
• The situation is sensitive: Complaints, disputes, or issues involving high-value customers often benefit from a personal response.
• The assistant flagged the conversation: If the assistant could not produce a validated reply or a policy requires human approval, the conversation will appear with an attention indicator in your inbox.
• You want a personal touch: Some interactions benefit from a human writing the reply, even if the assistant could handle it.

How to take over

1. Open the conversation from the conversation list.
2. Click the Take over button in the top right corner of the conversation header.
3. The conversation status changes to In progress, and the assistant stops processing new messages in this thread.

Once you have taken over, all incoming messages from the customer will appear in the thread, but the assistant will not draft or send any automatic replies. You are in full control.

Writing and sending replies

After taking over:

1. Type your reply in the reply box at the bottom of the conversation.
2. Click Send via email to deliver your message to the customer.
3. Continue the exchange as needed: each new customer message will appear in the thread for you to respond to.

Releasing back to the assistant

When you have handled the situation and want the assistant to resume:

1. Click the Release button in the conversation header.
2. The conversation status returns to Open.
3. The assistant will pick up from where you left off and handle any subsequent messages automatically.

Releasing is useful when you have addressed the tricky part of a conversation and the remaining follow-up is straightforward enough for the assistant to manage.

Resolving the conversation

If the issue is fully resolved and no further exchange is needed:

1. Click the Resolved button in the conversation header.
2. The conversation is closed and moves to the Resolved filter in your inbox.
3. oHallo’s learning loop analyses the conversation and may propose new knowledge base articles or policy rules based on what was discussed.

You can resolve a conversation whether or not you have taken it over. If the assistant is handling a conversation and you can see it has been fully addressed, you can resolve it directly without taking over first.