When a visitor requests human assistance, the Conversation can enter the Needs human queue. An eligible workspace operator can open that Conversation, review the thread, and claim it for live handling.
Claiming establishes one operator as the current human owner and prevents normal competing operators from replying at the same time.
Human takeover controls are available only when the current user's workspace permissions allow that user to update the Agent associated with the Conversation.
If you can view a thread but do not have takeover permission, the Conversation can remain read-only.
After a successful claim, the interface identifies that you are in the Conversation and provides the operator composer.
If another operator already owns the Conversation, AIUNIFY Chat rejects a normal competing claim rather than assigning two operators at the same time.
The interface can report that the Conversation is already claimed by another operator. Refresh or review the current ownership before attempting another action.
When you own the Conversation:
When human handling is complete, select Release.
Release removes the current operator claim. The deployed application indicates that the bot can resume on the visitor's next message.
Users with the required Agent-management permission may also see a Force release control when another operator owns a Conversation that still has an active human request.
Use Force release carefully. It exists for situations where an existing claim must be cleared, not as a routine way to take work away from an active operator.
The Lead detail screen exposes the same underlying human-takeover concept with slightly different labels. An unclaimed linked Conversation may show Take over, while a Conversation owned by the current user can show Hand back to bot.