AIUNIFY Chat supports transferring a visitor from the AI Agent experience to a human operator when the visitor requests human assistance and the workspace is configured to support live chat.
Needs human means that the visitor has requested human help and the Conversation is not currently claimed by an operator.
This state appears in the Conversations queue and can also be surfaced through workspace handoff alerts.
Live now represents Conversations currently claimed by human operators.
A claimed Conversation is treated differently from a waiting Conversation because an operator is already responsible for the live interaction.
When the current account has permission to take over a Conversation and no one else has claimed it:
If another operator claims it first, AIUNIFY Chat can reject the competing claim and report that another operator already owns the Conversation.
When another operator owns the Conversation, their name can appear in the thread header and the Conversation is read-only for other normal operators.
This prevents multiple operators from unintentionally replying to the visitor at the same time.
While the current operator owns the Conversation, the interface indicates that the bot is paused for that chat. The human operator can then use the live Reply composer.
When the human portion of the interaction is complete, use Release to return the Conversation from human ownership.
The deployed interface confirms that after release the bot can resume on the visitor's next message.
If a captured Lead has a linked Conversation, its Lead detail screen can also expose the human takeover state. An unclaimed Conversation may provide Take over, while a Conversation owned by the current user can provide Hand back to bot.
The workspace activity feed monitors handoff requests independently from new Lead alerts. A handoff alert can provide the Agent, page URL, visitor-message preview, Conversation link, and request time so an available operator can respond quickly.