Returning a thread to Chloe

Handoffs run both ways. A thread Chloe passed to you can go back to her, and a thread she is handling can be taken off her. Both happen on one thread, without touching her settings.

Why you would hand a thread back

The usual case: she escalated, you dealt with the part that needed a person, and what remains is ordinary. A customer who asked for a human, got one, and is now asking a routine follow-up does not need you for the rest.

It is also the right move when a rule fired on a conversation that turned out not to need it. Somebody might mention a refund in passing rather than asking for one.

How to hand a thread back

1. 1Open the handed-off thread.
2. 2Look at the bar above the reply box. It reads Handed off to you.
3. 3Click Resume.
4. 4Chloe starts answering this conversation again.

The bar changes to show that she is auto-replying here, which is how you know it worked.

Pausing Chloe on a single thread

The opposite case: she is handling a conversation and you want to take it over.

1. 1Open the thread. The bar above the reply box reads Chloe auto-replies here.
2. 2Click Pause.
3. 3She stops replying on this conversation, and you take it from there.

Pause when you can see the conversation is going wrong, when the customer needs something she cannot do, or when you would rather handle this one yourself.

Pause and Resume are the same switch

They are two states of one control, on one thread.

Chloe auto-replies here

She is answering. The button says Pause.

Handed off to you

She is not. The button says Resume.

You can move between them as often as you like. Nothing is lost either way, and the whole conversation stays in one thread.

What this does not change

This is a per-thread control. It does not touch her mode, her escalation rules, or the Chloe replies here switch on a channel.

So pausing her on one difficult conversation leaves her answering everything else exactly as before. That is the point of it. You do not have to turn the AI off across your whole workspace to take one thread in hand.

When not to hand it back

• The customer explicitly asked for a person and the matter is not settled. Handing it back reads as being passed around.
• The conversation is about money, law or a closed account. Those escalated for a reason, and the reason has not gone away.
• Sentiment is negative. An unhappy customer being returned to an AI is how a bad conversation becomes a lost customer.