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Learn how to use Asyntai

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Features
Knowledge Gaps Product Cards User Context Live Monitoring Human Takeover Escalation AI Notifications Daily Report Real-Time Data Feed Team Members Include Images Image Vision Localization Enable Thinking
Analytics
Chat Analytics

Human Takeover

Take control of conversations and chat directly with visitors

Go to Monitoring
Standard & Pro Plans

Overview

When you take over a chat, you become the responder instead of the AI. The visitor sees a "Live Agent" indicator and your messages appear in real-time. This is useful for complex questions, high-value customers, or sensitive situations.

How to Take Over

  1. Go to Live Monitoring from your website menu
  2. Find the session you want to take over
  3. Click View Chat to open the agent interface
  4. Click Take Over Chat to start responding

Once you take over, the AI stops responding to that visitor and you can send messages directly.

Agent Chat
You're in control
United States
Desktop
5 min ago
I need help with a refund
John Hi! I can help with that. Let me look up your order.

The Agent Interface

When viewing a chat, you see a split layout:

Sidebar

  • Control status - Shows if you're in control or just viewing
  • Visitor status - Online/offline indicator
  • Visitor info - Country, device, session start time, current page
  • User context - If passed by your website (name, email, etc.)
  • Actions - Take over, hand back to AI, back to monitoring

Chat Area

  • Message history - Full conversation with AI and human labels
  • Message input - Type and send messages (Enter to send)
  • AI Suggest - Get AI-generated reply suggestions
  • Send button - Send your message to the visitor

AI Suggest

When you're in control, you can click the AI Suggest button to get a suggested reply based on the conversation context. This uses your AI's knowledge base to draft a response that you can edit before sending.

1
Click AI Suggest Opens a modal while AI generates a response
2
Review the suggestion Edit the text as needed in the modal
3
Click Use Copies the text to your message input
4
Send Review and send to the visitor

Tip: AI Suggest is helpful for drafting responses quickly while maintaining your personal touch. Always review before sending.

Handing Back to AI

When you're done helping the visitor, you have two options:

Hand Back to AI

Click "Hand Back to AI" to release control. The AI will automatically resume responding to the visitor's next message.

Keep Control & Leave

Leave the chat page while keeping control. Useful if you need to step away but want to return. The AI won't respond until you hand back.

Important: If you keep control and don't return, the visitor will be waiting without responses. Always hand back to AI when you're done.

Message Labels

In the chat history, messages are labeled to show who sent them:

AI Responses from your AI assistant
John Responses from human agents (shows agent name)

This helps you understand the conversation flow and see where AI handled things vs. where humans stepped in.

Keyboard Shortcuts

Enter Send message
Shift + Enter New line in message
Esc Close AI Suggest modal