Live-chat + Human Takeover — AI and human in one system

The best bot is sometimes a human

AI answers your customers' standard questions instantly, day and night. When a question gets too complex, your agent takes over with one click, in the same chat window, without any context loss.

Included in all plans Transparent to the visitor No extra tool needed

"Bot or human" is a false choice

Most companies choose: either a bot that is fast but limited, or live-chat that is expensive and slow to scale. We believe this is a false choice.

Problem

Bot only — or live-chat only

Bot hits complex questions → customer leaves frustrated
Live-chat only → high staffing costs for simple standard questions
Two separate tools → context is lost on handover
Nights and weekends unmanned → customer waits until Monday

Our solution

Hybrid — AI + human in one system

AI handles standard questions, based on your knowledge base
Agents monitor all active conversations live in the portal
One click → bot pauses, agent replies in the same chat
After takeover: agent sees full context from the AI part of the conversation

How does it work?

Three steps, one seamless experience for your visitor.

🤖

Bot answers

The AI chatbot answers instantly from your knowledge base. No wait time, no manual routing. Available 24/7.

👀

Agent monitors

Your agent sees all live conversations in real time in the portal. They can spot when a customer needs more than the AI can offer.

🤝

Takeover — seamless

One click: bot falls silent, agent responds. The visitor sees a subtle notification. Full conversation context is immediately available. No restart, no repetition.

Portal screenshot — takeover view — will be added at release.

When do you use takeover?

Three scenarios where human contact makes the difference.

Support — technical escalation

Customer has a hardware defect outside the standard FAQ. Agent takes over, asks targeted questions and arranges an RMA without redirecting the customer.

Sales — custom quote

Prospect asks specific questions about volume discounts. AI recognises the opportunity, sends an alert. Sales agent takes over and closes the deal in the same chat window.

Legal / Finance — no AI advice

For legal or financial advice you do not want AI output. Configure the bot to immediately alert an agent for takeover on specific topics.

📦

Available in all plans

Live-chat + Human Takeover is included in all plans — no add-on, no extra cost per seat. Your existing agent seats provide access.

All plans ✓

The best bot is sometimes a human