Human Handoff & Live Takeover - Hyperleap AI Help Center

Your chatbot handles most questions on its own. When a visitor needs a person, or you spot a conversation you want to handle yourself, you can take over: the AI pauses and you reply as yourself, on your website or on WhatsApp, Instagram, and Messenger. When you're done, you hand the conversation back to the AI.

Turn It On

Open the Human handoff tab

Open your chatbot, click "Advanced Settings", and select the "Human handoff" tab.

Switch it on

Turn on the switch: "Let visitors request support and let your team reply in live conversations."

Decide whether visitors can switch back (optional)

A second switch appears: "Let visitors switch back to the AI". When it's on, a visitor talking to your team can choose "Back to AI assistant" in the chat menu to end the takeover themselves. It's off by default.

Save and publish

Click "Save Settings", then publish your chatbot.

Human handoff tab with the Human handoff switch on, the Let visitors switch back to the AI switch, and a How it works summary — Advanced Settings → Human handoff, switched on

Tip:

If your plan doesn't include human handoff, the tab shows a badge with the plan you need and the switches stay off.

When a Visitor Asks for a Person

In your website chat, visitors tap "Talk to a human" in the chat menu. Your team gets an alert in Studio, "Human support requested", with an "Open conversation" button. The AI keeps answering until someone takes over, so the visitor isn't left waiting in silence.

Take Over a Conversation

You can take over any live conversation, whether or not the visitor asked. Open it from:

The alert's "Open conversation" button
Your chatbot's Leads page
Socials → Activity, for WhatsApp, Instagram, and Messenger conversations

In the conversation footer, switch on Human handoff. The status changes from "AI answering" to "AI paused", and you type in "Reply to the visitor…". The visitor sees a note that a person has joined. In Socials → Activity, the "Take Control" button does the same; it reads "Human Active" while you're in charge.

Hand Back to the AI

Click "Hand back to AI", or switch Human handoff off. The AI picks the conversation back up and the visitor sees a note that the AI is back. If you allowed visitors to switch back themselves, you'll see "Visitor switched back to the AI" when they do.

Note:

While you have a conversation, the AI stays paused. Hand it back when you're done, or the visitor's next question waits for a person.

The Name Visitors See

Visitors see your first name when you take over. To show a different name, open the profile menu, choose "Manage Profile", and fill in Name shown to visitors (up to 50 characters). Leave it blank to go back to your first name. The Human handoff tab shows the name visitors currently see.

Pause the AI for One Contact

On WhatsApp, Instagram, and Messenger you can also stop the AI replying to one person without taking over a conversation, for example a supplier or a regular customer you always answer yourself. Open the lead from your chatbot's Leads page and click "Pause auto-response". The lead shows a Paused badge until you click "Resume auto-response".

Next Steps

Want your team emailed when a conversation needs follow-up, without watching Studio? Set up an Agentic Workflow.