Request Human Support in JIVIQ
JIVIQ allows visitors to ask for human assistance during a conversation, while your team can also step in and take over whenever personal help is needed.
Human Support Summary
Always Accessible
Visitors can ask to speak with a person at any point during an ongoing conversation.
Automatic Handoff
The AI hands conversations off if an answer is not found in your Knowledge Base.
AI Never Talks Over
When a teammate replies, the AI pauses automatically on that specific conversation thread.
Preserved Context
Teammates stepping into conversations see the full message timeline and customer details.
When Should a Visitor Request Human Support?
JIVIQ's conversational AI handles common questions quickly using your verified Knowledge Base. However, certain situations naturally require direct human judgment, personalized review, or strategic discussion.
Visitor Prefers a Person
Visitors who want to talk with a human can ask at any time. JIVIQ never traps visitors in repetitive automated loops or forces them through unwanted conversational menus.
Information Not in Knowledge Base
When an inquiry touches on topics, custom plans, or edge cases not documented in your Knowledge Base, human assistance ensures the visitor receives an accurate, tailored answer.
High-Touch Conversations
Discussions regarding enterprise partnerships, custom workflows, or complex technical integrations benefit from direct relationship-building with your team.
How Human Takeover Works
Human takeover in JIVIQ follows a straightforward, reliable flow designed to ensure conversations transition smoothly between automated assistance and human team members:
1. Live Conversation
Visitor engages with the website chat widget in your Workspace.
2. Human Need Identified
Visitor requests a person or the AI encounters an unanswerable inquiry.
3. Available to Team
Conversation is marked in the admin app for your team to review.
4. Team Takes Over
Teammate replies directly; AI pauses seamlessly on the thread.
Requesting a Human During an AI Conversation
In JIVIQ, visitors can request a human at any point during a conversation. There are no rigid keyword requirements or hidden command codes — visitors simply express what they need in natural language.
chat_bubble Natural Request Handling
Whether a visitor types "Can I talk to a person?", "I need a human", or asks to speak with someone on the team, JIVIQ recognizes the intent, confirms the handoff in the conversation stream, and makes the thread available to your team.
When JIVIQ Hands a Conversation to the Team
Conversations transition to your team under three documented circumstances:
1. The Visitor Explicitly Requests a Human
When a visitor indicates they want to speak with a person, the conversation immediately escalates to your team.
2. The AI Cannot Answer from Knowledge Base
If an inquiry cannot be answered from your imported documentation or website sources, JIVIQ flags the conversation for your team instead of guessing or leaving the visitor without an answer.
3. A Teammate Chooses to Step In
Team members viewing conversations in the admin app can take over any active thread at any time by simply sending a message.
What Happens to AI During Human Takeover?
The fundamental principle of JIVIQ human takeover is simple: the AI never talks over a human.
pause_circle Immediate AI Pause on Reply
The moment a teammate sends a reply to the visitor, the AI automatically pauses on that specific conversation thread. In the conversation view, the AI status indicator updates to reflect that a teammate is handling the conversation.
Hand Back to AI After (Hours)
In Autopilot Workspaces, this setting determines how many quiet hours must pass before the AI may resume answering on the visitor's next message. Setting it to 0 means the AI will never resume on its own (maximum documented value is 168 hours).
Return to AI
Teammates who have finished assisting a customer can manually return the conversation to AI from the conversation menu when automated answering should resume.
Workspace AI Mode and Human Support
How human support operates is directly connected to the active AI responder mode configured for your Workspace:
Autopilot
AI answers visitors directly and hands off conversations to your team when an answer is unavailable or when a visitor requests human help.
Copilot
AI prepares suggested drafts for incoming questions, but a human teammate reviews, edits, and sends every message to the visitor.
Off
AI answering and drafting are turned off. All conversations are handled entirely by human team members without AI participation.
For full configuration details on setting who answers first, see Choosing Your AI Mode and the official AI Modes Documentation.
What the Team Does After Takeover
Once a conversation is available to your team, team members can open the conversation in the JIVIQ admin app and continue the conversation directly with the customer.
Can I speak with a person regarding custom billing requirements?
Hi James! I am happy to help you with custom billing options. Let's review what your team needs.
Detailed advice on writing responses, using drafts, and managing ongoing customer communications is covered in the next guide in this series: Guide 29: Reply to Customers.
Customer Context During Human Support
When taking over a conversation, having the visitor's customer context immediately visible prevents teammates from having to ask repetitive questions.
Full Conversation History
Teammates can read the complete exchange that took place between the visitor and the AI before the handoff, ensuring full continuity.
Customer Contact Details
If the visitor provided their email address (as explained in Guide 27: Capture Customer Email), your team can verify who they are and continue following up effectively.
Customer Context Overview
Troubleshooting Human Support
Here are verified solutions for common questions regarding human takeover and conversation availability:
Visitor Asks for a Human but Conversation Does Not Escalate
Cause: The conversation may already have been handled by a team member, or the Workspace may be operating in Copilot or Off mode where automated handoff triggers differ.
Resolution: Check the active AI status pill inside the conversation to confirm whether the AI is currently answering, drafting, or paused. Refer to Talking to a Human.
Team Cannot Locate Handed-Off Conversations
Cause: The current inbox filter may be restricting visible threads, or you may be viewing a different Workspace.
Resolution: Select the Escalated filter pill in the Chats view to see only conversations flagged for your team, and verify you are in the correct Workspace.
AI Mode Is Not Responding as Expected
Cause: A per-conversation AI setting may have been chosen that overrides the Workspace default.
Resolution: Click the AI status pill above the reply box inside the conversation to verify whether it is set to answer, draft only, or stay off for that specific conversation thread.
AI Resumed Answering Sooner Than Desired
Cause: The Workspace's "Hand back to AI after (hours)" setting elapsed after a period of quiet time.
Resolution: In Workspace settings, change "Hand back to AI after (hours)" to 0 so the assistant never resumes a conversation on its own once a human takes over.
Frequently Asked Questions
Find quick, clear answers to common questions about requesting human support and managing human takeover in JIVIQ.
A visitor can ask for a person at any point during a conversation using any natural phrasing (such as 'Can I speak with a person?'). The AI confirms the request in the chat stream and brings your team into the conversation.
Yes. JIVIQ is transparent about AI participation. AI replies display an AI indicator and sparkles icon, while messages from human teammates display the teammate's name and initials without AI tags.
If the visitor has provided an email address, your team's replies can reach them directly, meaning they do not need to keep the chat panel open indefinitely.
Handoff occurs when a visitor explicitly asks for a person, when the AI cannot answer an inquiry from your Knowledge Base, or whenever a team member decides to take over the conversation directly.
In the Chats view inside the JIVIQ admin app, the conversation is marked with an escalated indicator and unread message indicators so teammates can identify conversations requiring human attention.
Yes. A teammate can open any active conversation in the admin app and send a message. The moment a human teammate replies, JIVIQ automatically pauses the AI on that conversation.
In Autopilot, the AI handles initial questions automatically. When a visitor requests a human or an answer is unavailable, the AI steps aside and makes the conversation available for the team.
In Copilot, the AI never sends messages to visitors on its own. It prepares suggested drafts for your team, and human teammates review, edit, and send every reply.
In Off mode, AI answering and drafting are completely disabled. All incoming conversations are handled directly by human team members.
Replying is the primary action. The moment a teammate sends a message in the thread, the AI pauses on that conversation so the AI will not talk over a human.
Yes. In the conversation view, teammates can choose to return the conversation to AI when human assistance is complete.
In Autopilot Workspaces, this setting defines how many quiet hours must pass before the AI may resume answering on the visitor's next message. Setting this value to 0 ensures the AI never resumes automatically.
The escalated filter highlights conversations where the AI stepped aside or was unable to answer. Regular conversations that have not encountered an escalation trigger will appear in the main chat list.
Yes. Individual conversations can have their AI status adjusted independently (such as AI answering, drafts only, or paused), which overrides the Workspace default for that specific thread.
Owners and administrators can review their AI mode under Settings → Workspaces by managing the specific Workspace, or in Chat Studio on newer accounts.