Does taking over affect other conversations?

No. Only the conversation you take over has its AI paused. Every other conversation keeps running on the agent.

Can two agents take over the same conversation?

Once taken over, the conversation becomes a ticket. From there it has a single assignee, which any teammate can reassign — but it's one ticket, not two.

What if I take over and realize the bot had it handled?

Re-enable AI replies. The agent resumes and the ticket closes, returning the conversation to the bot.

Where do I see conversations I can take over?

The Conversations view in the inbox lists live conversations that aren't yet tickets. Once escalated or taken over, a conversation moves out of that list and into the ticket views.

Takeover

Jump into a live chatbot conversation and continue it as a human. Takeover pauses the AI, creates a ticket with an AI-written summary, and lets you hand the conversation back to the bot when you're done.

View as Markdown

Sometimes you want a person to step into a conversation the bot is handling — a frustrated customer, a high-value sale, a sensitive issue. Takeover lets any teammate jump in, continue the chat as a human, and hand it back to the AI when it's resolved.

Where to take over

Open the Help Desk Conversations view. It lists live chatbot conversations that haven't become tickets yet. Each one has a Take over button.

What happens when you take over

1
A ticket is created
Bookbag opens a live_chat ticket linked to the conversation, with the channel it came from.
2
The conversation is summarized
The transcript is summarized into a subject and a short summary — in the customer's language — so you start with context.
3
The AI is paused
AI replies are switched off for that conversation, so the customer hears only from you. The conversation is marked escalated.
4
It's assigned to you
The ticket lands on you in the On you status, ready to reply.

check

Takeover and the Escalate to a human action run the same underlying flow. The difference is who starts it — a teammate (takeover) or the agent itself (escalation).

Replying as a human

Once you've taken over, the ticket's composer works like any other: reply to the customer, add internal notes, @mention teammates, and use AI compose to draft or polish your message. The customer sees your replies in the same chat thread — no channel switch.

Handing it back to the AI

When the issue is resolved, re-enable AI replies on the ticket (the Allow AI replies option). This resumes the agent for that conversation and closes the ticket — a system event records the resume on the timeline.

Resume = close

Allowing AI replies again both resumes the bot and marks the ticket closed in one step, so resolved live chats don't linger in your inbox.

FAQ

What's next

Escalate to a human

Let the agent hand off automatically.

Help Desk overview

Statuses, views, and the ticket timeline.

Ticket assignment

How tickets get routed to teammates.

Ticket assignment

Saved views