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Visitors can ask to talk to your team; you get a notification and can take the conversation over. You turn this on under Settings, in the Access & management group.

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Where to find it

1

Open your chatbot

From Chatbots, click the chatbot you want to work on.
2

Open Settings

In the left sidebar, under Manage, click Settings.
3

Open Handover to a person

Scroll to the Access & management group and click Handover to a person to expand it.
Chatwize Settings page with the Handover to a person section

Settings → Access & management → Handover to a person.

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What you set

Allow handover turns the whole feature on or off. With it off there is no button, no notifications, and you cannot take over a conversation yourself either.
What the visitor sees when they ask for a person, and the notices when a colleague joins or leaves the conversation.
The button a visitor uses to ask for a person. You set the text yourself; by default it reads “Talk to a human”. You also choose whether the button sits separately below the suggested questions or among them.
Optional: only hand over during office hours. You set a time zone and, per day (Monday to Sunday), whether you are open and between which times.

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Outside office hours

Outside your opening times there is no live handover; the visitor sees your offline message instead. The question is still recorded and your notifications still go out, so your team can follow up later.
Office hours can only limit when handover is offered; they never turn it on if the main switch is off.

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Taking over a conversation

1

Open the Inbox

In the left sidebar, click Inbox. Conversations where someone is waiting are marked.
2

Take it over

Open the conversation and click Take over the conversation. At the top you will see “Live chat active - you’re answering now”; the AI is paused while you are handling the conversation.
3

Hand it back

Done? Click Hand back to AI and the assistant picks it up again.

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Notifications

While you have the Inbox open, you get a sound and a notification when a visitor asks for a person. To hear about it outside the dashboard too, turn on an email notification or a webhook. See Integrations.