Takeover Queue

The Takeover Queue is where human support steps in when the agent should not continue alone.

What You Will See

The page typically separates:

• unassigned conversations waiting for help
• conversations already assigned to you
• real-time status changes as work moves through the queue

When A Conversation Belongs Here

Examples include:

• the user explicitly asks for a human
• the agent loops or fails repeatedly
• policy or billing questions require manual handling
• an interceptor escalates the conversation automatically

Good Takeover Workflow

1. open the highest-priority waiting conversation
2. read the recent transcript before replying
3. confirm whether the user needs resolution, routing, or reassurance
4. reply as a human and keep ownership clear
5. only return control to AI when the situation is stable

Best Practices

• define who watches the queue during business hours
• use Interceptors to escalate known high-risk scenarios faster
• review takeover-heavy themes weekly to reduce future escalations
• compare queue load with Analytics and Feedbacks

Related Docs

Conversations

Review chats, reply as human, and inspect voice sessions.

Interceptors

Rules for escalation, blocking, tagging, and guaranteed replies.

Feedbacks

Review low-rated chats and comments to find quality issues.