The AI knows when to stop. You can step in anytime.
Your chatbot hands a chat to your team when a customer has paid, is upset, or asks something it wasn't trained on. Or pause the AI yourself with one click in the Inbox, and turn it back on when you're done.
Auto takeover
The AI decides when a person is needed.
Describe the moments in plain words, like "customer says they already paid" or "customer is frustrated". When a chat matches, the AI tells the customer someone will continue, sends your team a Telegram alert with a summary, and can pause itself for that customer.
Your moments, in plain words
Up to 5 categories, like a payment receipt, a complaint or a bulk order. No keyword lists.
Asking for a person is built in
If a customer asks to talk to a real person, the chat is handed over even without a category for it.
Hand off when it isn't sure
Turn on Hand off to a human when unsure, and a question beyond its training goes to your team instead of a guess.
Human Takeover is one of the AI Actions, alongside Auto Label and Auto Follow Up. More Info
Manual takeover
One click in the Inbox. The chat is all yours.
Want to handle a customer yourself? Click the pause button at the top of the chat. The AI stops replying to that customer completely, so your team takes over 100%, while every other chat keeps running.
One click, top of the chat
The green pause button turns yellow. Click it again to hand the chat back to the AI.
The AI stays fully quiet
No AI replies to that customer, and pending follow-ups for them are cancelled.
Only that customer
Every other conversation keeps its AI, so your team handles one chat without stopping the rest.
See how your team shares chats, assigns agents and leaves notes in the Team Inbox. More Info
Hand it back
Turn the AI back on. It carries on from your team's reply.
Your team's replies stay in the chat history the AI reads. So when you resume, it builds on what your agent said, like the bulk price Aina offered, instead of starting over.
Resume with the same click
Click play in the chat header, and the AI answers the customer's next message.
Your replies stay in the history
Messages your team sends from the Inbox are added to the chat the AI reads.
In line with your agent
It follows the price or answer your agent gave, in your chatbot's own tone, instead of going back to the old one.
Let the AI handle chats. Step in when it counts.
Describe once when a person is needed. Reply.la hands those chats to your team, and you can take any chat over with one click.
Human Takeover is included in the Pro and Business plans. Every plan starts with a 7-day free trial.