Manual

Take ControlPro & Business

Take Control lets an operator continue a conversation from the AI assistant and reply personally. It is available on Pro, Business and during an active trial.

Behaviour

What does it do?

  • Take over any active conversation from the AI assistant in real-time
  • Respond personally to customers directly from your dashboard
  • When finished, hand the conversation back to the AI with one click
Pricing

Requirements

Step-by-step

How to use Take Control

  1. Go to the Online tab
    In your dashboard, navigate to Conversation → Online to see all active conversations happening in real-time.
  2. Select a conversation
    Click on any active conversation to view the chat history and see what the customer is asking.
  3. Click Take Control
    At the bottom of the conversation, click the purple "Take Control" button to take over from the AI.
  4. Respond as an operator
    Write and send your reply from the dashboard. Website chat shows it in the conversation; messaging channels follow their connection and reply-window rules.
  5. End the session
    When you're done, click "End" to return control to the AI assistant. The AI will continue handling the conversation.
Setup

Personalize your operator profile

For the website widget, set a display name and avatar so visitors can see who took over. Without them, the widget shows its default human-joined notice and placeholder avatar. Messaging channels do not use this profile for their sender label.

  1. Open your assistant settings
    In the dashboard, go to Assistant → Settings and expand the "Live chat operator" section (icon: person).
  2. Set your display name
    Type the name website chat visitors should see, for example "Martin from Support". Keep it under 50 characters. If you leave it empty, your account name is used as a fallback.
  3. Upload an avatar
    Choose a square image of at least 150×150 px. In the website widget, the default placeholder is shown next to your messages if you do not upload one.
  4. Preview and save
    Click "Preview in chat" to see how the website widget will show the header and avatar, then Save. The profile applies to new website Take Control sessions.