AI to human handoff
Take over where the AI left off.
Open an active conversation, read what has already been said, and use Take Control to reply personally. The assistant pauses while you handle the chat. When you finish, you can return it to the AI.
Take Control is included with Pro and Business and during an active trial. Check the current plan comparison for details.
Join with the conversation in front of you.
Your operator decides when to step in and when the assistant can continue. In the website widget, the visitor sees that a person has joined; messaging channels display replies according to their own rules.
- Read
See the conversation history
Choose an active conversation in your dashboard and review the messages before responding. Your team can also work from the Breezaro Companion app.
- Take over
Reply as an operator
Select Take Control. The assistant pauses and you can reply from the inbox. In the website widget, operator messages look different from AI replies, and you can show your name and avatar.
- Continue
Return the chat to the AI
End the operator session when you are finished. The assistant can then continue handling the conversation.
When a visitor needs your team
Make the request visible to an operator.
If you enable the Call an operator action for your assistant, it can request a person when a visitor explicitly asks, becomes repeatedly frustrated, or has a question it cannot resolve. Breezaro creates an inbox notification and pauses the AI; the visitor can continue writing while waiting.
Configure Call an operatorSet up alerts for your team
Web or mobile push and email can also notify the owner, depending on notification settings and device permissions. Check those settings and your team's coverage before promising a live response.
Connected conversations
Step in where your customers write.
Take Control works with the web widget and connected messaging channels. The way an operator can reply depends on each channel's rules.
Website chat
Reply in the live widget. If a visitor leaves, your reply can appear when they return to the same conversation.
Explore this channelWhatsApp
Take over a connected WhatsApp chat. Replies follow WhatsApp's messaging window and template rules.
Explore this channelInstagram DMs
Take over connected direct messages while Meta allows a reply in the conversation.
Explore this channelMessenger DMs
Continue connected Messenger conversations within Meta's permitted reply window.
Explore this channel
Outside Meta's permitted reply window, free-form replies may be unavailable. Check the channel guides before planning operator coverage.
Questions before going live
Set clear expectations for both your visitors and your team.
Operator request setup- Does the AI always hand off automatically?
- No. An operator can manually take over an active chat. AI-initiated requests require the Call an operator action to be enabled for that assistant and are limited to appropriate situations, such as an explicit request for a person.
- How does my team find out about a request?
- The request appears in the inbox. Optional web or mobile push and email depend on your settings and a reachable device or address; do not rely on them without testing your setup.
- How are human replies shown to visitors?
- In the website widget, the visitor sees a takeover notice and distinct operator messages, with your chosen name and avatar. WhatsApp, Messenger and Instagram receive your message through their channel without Breezaro’s separate handoff notice or operator profile.
- Which plans include Take Control?
- Take Control is available during an active trial and on Pro and Business. See the plan comparison for current limits and other included features.
Be there when a person is needed.
Try a conversation yourself, set up your operator profile, and test the handoff before your visitors use it.