How to Take Over a Conversation Handled by ClaudIA through Cloud Chat

From now on, while a conversation is being handled by ClaudIA, you can take over the chat in a controlled manner: Cloud Chat notifies ClaudIA, she stops responding, and the ticket becomes available for you to continue from where it left off. Directly from the Cloud Chat interface.

This article covers:

• How an agent takes over a ClaudIA conversation

• How an admin configures who can do this on the account

• What happens behind the scenes when you confirm the transfer

For agents: how to take over a conversation

You can trigger the transfer in two ways, both with the same outcome.

1. From the conversation sidebar

With the conversation open, go to the "Assigned to" section in the right sidebar and select your name (or another human agent) from the dropdown.

2. From the reply box

If you open a conversation assigned to ClaudIA, the option "Assign to me" will appear before you can respond. Clicking it initiates the transfer flow.

The confirmation modal

In both cases, before finalizing, a modal appears:

This modal is intentional. Taking over a conversation is a significant action — ClaudIA stops responding — so we require explicit confirmation. In conversations not assigned to ClaudIA, the assignment continues silently, as before.

While the system processes, the button changes to "Transferring" and is disabled until the transfer completes.

Error messages you might see

In any of these cases, the conversation owner automatically reverts to the previous state — ClaudIA remains assigned and you do not end up with a half-handled ticket. Try again once the issue is resolved.

For admins: configuring who can take over

By default, all profiles on your account can take over ClaudIA conversations. If you want to restrict this, go to:

Account Settings → General → "Profiles allowed to take over AI conversations"

It’s a multi-select. Check or uncheck according to your team’s policy.

What each profile means

The list below goes from the most permissive profile to the least — each one inherits the levels above.

If a profile is not checked, anyone with that profile who tries to take over a ClaudIA conversation will receive a "permission denied" message and the transfer won’t happen.

:bulb: Recommendation: If you don’t have a clear policy yet, leave the default (all enabled) and adjust later based on actual usage. Restricting too much early on can cause unnecessary friction.

What happens on ClaudIA’s side when you confirm

When you confirm the transfer, CloudChat doesn’t just change the assignee — it explicitly notifies ClaudIA. On ClaudIA’s side:

1. Selects the most relevant escalation tag and generates a summary of what has happened in the conversation so far

2. Posts an internal note in the conversation recording the reason for the transfer

3. Marks the ticket as resolved with the reason "forced transfer to human"

4. Stops responding — from this point on, the conversation is yours

This brings three benefits:

• No competition: ClaudIA won’t respond in parallel while you’re handling the chat

• Clean history: logs why the AI stopped responding, making audits and reviews easier

• Accurate metrics: this chat appears in ClaudIA reports as "transferred by agent," not as abandonment or error

Frequently Asked Questions

Can I revert the conversation back to ClaudIA after taking over?
No. Once transferred, ClaudIA marks the ticket as resolved on her side and doesn’t resume chat handling. If you need AI assistance again, you’ll need to create a new conversation.

Why does the modal appear every time I assign a person to a ClaudIA-handled conversation?
Because taking over the chat turns off ClaudIA for that conversation — it’s a system behavior change. In conversations not assigned to AI, the assignment remains silent.

Does the permitted profiles setting apply to all inboxes or just some?
It applies to the entire account — not configurable per inbox.