Take over a conversation and return it to AI
Choose the organization and conversation.
After this taskAI pause is released and the next inquiry has the intended handling state.
Starting conditions and inputs
Confirm the conversation organization, account and customer.
Values for this task
entry_url, conversation_id, member_id, reply_text
Command sequence
open "$entry_url" && snapshot -i
click "$conversation_row" && snapshot -i
get text body
click "$handover" && snapshot -i
get text body
fill "$reply_input" "$reply_text" && snapshot -i
click "$send_reply" && snapshot -i
# Outside browser: The test customer confirms receipt in the same external conversation.
snapshot -i
click "$resume_ai" && snapshot -i
get text bodyRef targets and expected results
| # | Command / ref | Target and verification |
|---|---|---|
| 1 | click $conversation_row | Customer conversation to handle |
| 2 | get text | Read customer, channel and latest inquiry. |
| 3 | click $handover | Control that hands the conversation to staff |
| 4 | get text | Read assigned staff and AI pause state. |
| 5 | fill $reply_input | Conversation reply input |
| 6 | click $send_reply | Send the composed reply |
| 7 | Outside browser | The test customer confirms receipt in the same external conversation. |
| 8 | click $resume_ai | Control that resumes AI replies |
| 9 | get text | Read handover completion and AI state. |
Check the result
AI pause is released and the next inquiry has the intended handling state.
Resuming after interruption
Check the original request ID and outcome first. Do not resubmit while its result remains unknown.
Set the responsible staff member
Choose the organization and conversation. Confirm the responsible staff member, response time, and outstanding follow-up requests. Coordinate ownership before multiple staff members answer.
Read customer context
Read previous messages and the linked customer profile. Open reservation and purchase sources when needed. Do not rely on similarly named customers or another organization’s records.
Reply as staff
Switch the conversation to staff control before replying. Read the latest customer message and check delivery. Phone follow-up requests are separate from messaging takeover; record the actual contact outcome.
Return control and close follow-up
Return control to AI when staff handling is complete. Assign any remaining requests. Use a test message to check that AI replies again. Separate handoff time from resolution time when measuring staff response.