Live chat human takeover in momo
Live chat human takeover is the shift from an automated conversation to a person on your support team. When the AI is not confident in an answer, it says so and opens a ticket for your team to handle. A human handoff gives the customer a route to support when the AI cannot provide a confident answer.
The handoff
Why the handoff matters
A chatbot should not turn an uncertain answer into a guess. For a support lead, the practical question is what happens when the AI reaches a question it cannot answer confidently: does the visitor get a clear signal, and can the team take over the conversation?
momo retrieves passages from your business knowledge, drafts a reply, and checks that draft against those sources. If it is confident, it can answer with citations. If it is not, it tells the visitor it is not sure and opens a ticket in the helpdesk inbox. Your team can then take over the conversation. The ticket gives the team a place to manage the request in the shared inbox. The handoff is a route to a person, not a promise about when that person will reply.
The inbox is included on every plan. It gives the team a place to work on conversations that need a human, while AI handles questions it can support from your own content. To understand the answer-checking step, read the guide to accuracy and guardrails. For more on ticket creation and management, see the ticketing guide.
What happens when a person needs to step in
The important distinction is between an unsure answer that creates a ticket and a teammate actively taking over a conversation.
- When momo lacks confidence, it tells the visitor it is not sure rather than presenting an uncertain answer as fact.
- That unsure response opens a ticket so the conversation reaches the team's helpdesk inbox.
- Teammates can take over a conversation from the inbox when it needs more judgment than the AI can provide.
- Handoff collects the details your business chooses before the conversation reaches a human.
- After a human reply, the team can save that answer as approved knowledge with Teach.
- The inbox also has contacts, labels and team members to help the team handle its conversations.
From an unsure answer to a better knowledge base
Use a practical support example to understand the flow, then review how the team handles the ticket and improves the approved knowledge.
- 1
The question comes in through chat
A shopper asks whether a particular item is suitable for their needs. The AI uses the business's own knowledge to prepare an answer, rather than relying on unsupported assumptions.
- 2
The AI says it is not sure
If the drafted reply does not meet its confidence line, momo tells the visitor it is not sure and opens a ticket. This makes the uncertainty visible instead of quietly turning it into a confident-sounding claim.
- 3
A teammate handles the conversation
The ticket reaches the shared helpdesk inbox, where a teammate can take over the conversation. The details your business collects through handoff provide context for the agent.
The answer is taught
Save a useful human reply as knowledge
After replying, a teammate can use Teach to save the human answer as approved knowledge. That gives the team a way to improve the material the AI can draw on when a similar question comes up.
Frequently asked questions about takeover
These answers separate verified handoff behavior from details to review with your own team.
What happens when momo is not sure of an answer?
It tells the visitor it is not sure and opens a ticket for the team. The AI is designed to check its drafted answer against passages from your business knowledge before answering confidently with citations.
Does momo create a ticket when it hands off to a person?
When it is not confident, it opens a ticket that goes to the helpdesk inbox. A teammate can then take over the conversation. If a visitor asks for a person, the team can review the request in the inbox.
Can a teammate take over while the customer is chatting?
Yes. Teammates can take over a conversation from the helpdesk inbox. Handoff also collects the details your business chooses before a conversation reaches a human.
What conversation context does the agent see after handoff?
Handoff collects the details your business chooses before the conversation reaches a human. Review the shared inbox with your team's test conversations to see how those details support the agent.
Can the AI resume answering after a human takes over?
A teammate handles the conversation after taking over. If your team needs the AI to resume answering afterward, confirm how that workflow is managed before relying on it.
Try an unsure question and human handoff
Start free, try a question the AI may not be able to answer, inspect the ticket in the inbox, and use Teach after a human reply.