Admin Take Over

Admin Take Over allows your team to step into a live conversation and respond directly to the visitor.

AI remains available by default.

Ensures that important discussions are handled personally when needed.

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Why This Matters

AI is efficient and consistent.

However, some conversations require:

• Final confirmation
• Negotiation
• Sensitive clarification
• Sales or onboarding discussions
• High-value client engagement

Admin Take Over ensures your team can respond directly at the right moment.

It gives you control without disabling automation for other conversations.

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When Should You Take Over?

Consider switching to Live Agent mode when:

• A visitor requests clarification through Bell Escalation
• The discussion becomes sensitive
• The visitor is ready to proceed with a purchase or decision
• AI responses are no longer sufficient

Not every conversation requires takeover.

Use it selectively for high-impact interactions.

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How to Take Over a Conversation

1. Open the conversation from your dashboard
   (or from the escalation email link)

2. Review the full conversation history

3. Switch to Live Agent mode

4. Begin replying directly to the visitor

Once Live Agent mode is activated:

• Your replies are sent as a human representative
• AI will no longer respond automatically in that session

This affects only the selected conversation.

It does not disable AI for other visitors.

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What Happens to AI During Takeover?

When Live Agent mode is active:

• AI responses pause for that specific chat session
• Your messages appear as the active responder
• Conversation history remains intact

If needed, you can return control back to AI later.

This gives you flexibility without losing continuity.

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What This Affects — and What It Does Not

Admin Take Over affects:

• Who responds in that conversation
• The tone and control of replies
• The visitor’s perception of direct support

Admin Take Over does not:

• Change AI training
• Modify knowledge sources
• Affect other active conversations
• Disable the widget

It is session-specific and controlled.

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Best Practices

• Review the full conversation before responding
• Maintain consistency with your brand tone
• Use takeover for high-intent or sensitive cases
• Avoid unnecessary switching between AI and Live Agent

Clear ownership improves trust.

Controlled responses improve professionalism.

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Admin Take Over ensures that automation and human support work together.

AI handles scale.
Your team handles judgment.