We’re excited to announce a powerful new update to enhance your customer support and automation experience — introducing Agent Intervene in Chat 🚀
💡 What’s New
Now your agents can step in and take over any conversation handled by the bot — in real-time!
Whenever a bot is responding to a customer, the assigned agent can choose to intervene manually. Once they reply, the bot or AI auto-reply will automatically pause, giving the agent full control of the conversation.
⚙️ How It Works
🤖 The bot handles incoming customer queries as usual.
👩💻 If the agent wants to respond manually, they can simply click on intervene in the chat.
⛔ Once the agent sends a message, auto-replies stop instantly — ensuring the customer receives a human response.
🔄 When the agent decides not to continue, they can easily reassign the chat back to the bot by clicking on bot icon, allowing automation to resume smoothly.
💬 Why It Matters
This feature bridges the gap between automation and human interaction, offering your team the flexibility to provide personalized assistance without losing the benefits of automation.
✅ Improve customer satisfaction with timely human intervention
🔄 Seamlessly switch between AI and agent control
💼 Perfect for high-value or sensitive customer queries
🧠 Example Use Case
A customer asks a complex billing question ➜ Bot provides an automated response ➜ Agent notices confusion ➜ Intervenes to clarify ➜ Once resolved, agent reassigns chat to bot for follow-up automation.
🔔 Available Now!
This feature is now live for all users.
Head to your Inbox or Chat Dashboard and experience the new control flow today!