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AUTOMATION AND AI
Human takeover / AI pause
Human takeover is what happens when a person sends a reply in a conversation the AI or a flow was handling: the automation pauses for that conversation so the customer hears one voice, and it resumes after a set period of inactivity or when the agent hands back. It is the mirror image of escalation, initiated by the team rather than the bot.
escalationai agentcollision detectionai takeover pause
Why it matters
Nothing looks worse than a bot answering over a human. Takeover also lets teams supervise automation lightly: watch the inbox, step in when a reply is wrong, let the bot resume afterwards. Without a pause, every manual reply competes with the bot.
In VGraple CRM
Any agent message in a conversation pauses the AI for that conversation for a configurable period (default hours), shown as a chip on the thread; agents can pause or resume explicitly with the AI toggle, and the pause is per conversation, not per channel. The takeover guide covers the settings.