Human Takeover

What Is Human Takeover?

Human Takeover detects situations that need a person, notifies the appropriate admin, and can optionally stop AI replies for that specific customer.

The page uses a visual canvas. Click a node to edit it in the side panel.

Set Up the Trigger

1. Open Chatbot > AI Actions > Human Takeover.
2. Click the Human Takeover trigger node.
3. Turn the feature on.
4. Add up to five categories.
5. Give every category:
   • A short name, such as "billing" or "refund".
   • A plain-language description of when it applies.

The AI uses each description to decide whether takeover should trigger.

Choose a Distribution Method

Click Distribution and choose:

• All - Notify every linked admin.
• Round robin - Rotate between admins so one admin is selected per takeover.
• Smart - Match a category and notify the admins assigned to that category's branch.

Round robin creates group branches. Smart creates one branch per category.

Link and Assign Telegram Admins

1. Open the Notify node.
2. Click Link Telegram account, or send the displayed start command to the ReplyLa Telegram bot.
3. After the account appears, assign it to the required group or category branch.

Takeover notifications use linked Telegram accounts; the page does not provide email or phone-number recipients.

Configure Messages

The Notify node contains default messages:

• Admin message - What the notified admin receives.
• Customer message - What the customer receives when takeover triggers.

Round-robin and Smart branches can override the defaults for a specific group or category.

Pause AI for the Customer

Enable Disable Chatbot on Human Takeover when AI replies should stop after takeover.

This affects only the customer who triggered that branch. Other conversations continue normally. Re-enable the chatbot for that customer from Inbox when the human handover is complete.

Configure the Admin Summary

Choose which details the AI includes in the takeover summary and select its language. Advanced instructions can tell the AI to emphasize information such as a booking reference or invoice number.

Do not request sensitive payment, identity, or full-address information in the summary.

Save and Test

1. Save the canvas.
2. Test each important category in AI Playground.
3. Confirm the correct Telegram admin receives the alert.
4. Confirm the customer message and pause behavior.

Common Questions