Taking Over from Ava
Step into a conversation the AI is handling, then hand it back.
Ava answers routine messages for you. You can step in at any time.
Take Over a Conversation
Open it in the Inbox and click Take Over. Ava stops replying, and your messages go out as the live agent.
For website chat, take over before you reply to the visitor. You can also click Take Over on a live session under Inbox > Website Chat.
Hand It Back
Click Return to AI and confirm. Ava answers new messages in that conversation again.
Live Calls
Under Inbox > Calls > Live you can:
- Listen to a call and follow the live transcript.
- Whisper a hint to the AI, for example "offer the annual plan". The caller doesn't hear it.
- Take Over the call yourself.