Human Takeover & AI Handoff
Updated 2 days ago 2 min read
Overview
Sometimes a conversation needs a human touch. Mosco makes it easy to take over from the AI and hand back when you're done.
Taking over a conversation
In any conversation in the Inbox:
1. Click 'Take Over' in the conversation header
2. The AI pauses and you reply directly
3. The customer sees no disruption, the conversation continues
4. SLA timer tracks response time
Handing back to AI
When you're done:
1. Click 'Hand Back to AI'
2. The AI resumes handling the conversation
3. It has full context of what you discussed
4. No information is lost
Needs Approval queue
Some actions require human approval before the AI executes them (e.g., sending a discount, scheduling an expensive service). These appear in the 'Needs Approval' filter in the Inbox. Review and approve or reject each action.