What is AutoTill human takeover?

AutoTill human takeover lets a team member step into a live conversation and reply personally, pausing the AutoTill agent for that conversation only. The visitor stays in the same chat window with the full history, and every other visitor on the site continues to be helped by the agent.

Does the visitor know a person has taken over?

The visitor sees replies continue in the same chat window. Your team can introduce themselves by name when they take over, which is good practice. The conversation history stays in place, so the visitor does not have to repeat what they already told the agent.

Can I take over a conversation from my phone?

Yes. The AutoTill Android app shows live visitors and conversations and lets team members take over from their phone. Push notifications can alert the team to new conversations, so takeover does not require someone to sit at a desk watching the dashboard all day.

How do I know if a visitor is still online?

AutoTill tracks presence from the chat window with a regular heartbeat and shows whether a visitor is currently online. The takeover option is offered for visitors who are online, so your team does not spend time replying to someone who has already closed the page.

Do human replies use credits?

No. In AutoTill, one credit is one agent reply. Messages typed by your team during a takeover are not agent replies, and visitor messages are always free. You can check exactly how many credits each conversation used on the AutoTill Usage page.

Can I hand a conversation back to the agent?

Yes. When a team member has finished, they can hand the conversation back so the AutoTill agent continues helping the visitor, or close the conversation. The whole transcript, including the human replies, stays attached to the conversation record and to any order, lead or support request it produced.

Which conversations should my team take over?

Focus on high-value orders, unhappy customers, questions the agent could not answer while the visitor is still online, and service leads ready to book. Conversations with negative sentiment can be flagged automatically, which helps a busy team prioritise where a personal reply will make the biggest difference.

Can agencies control who can take over client chats?

Yes. In the AutoTill agency workspace, agency owners can give team members access to all clients or only selected client websites. Team members only see and take over conversations on the websites they have access to, which keeps client data separated.

Can I refund an order during a takeover?

No. Takeover lets your team reply to the visitor, but refunds, cancellations and order changes still happen in WooCommerce, Shopify or your own system. AutoTill deliberately does not modify orders or charge customers, so financial actions stay with your existing tools and processes.

AutoTill Human Takeover: Step Into Any Live Conversation

AutoTill human takeover lets a member of the business team step into a live website conversation and reply personally, pausing the AutoTill agent for that conversation only. The visitor keeps the same chat window and full history, while every other visitor continues to be helped by the agent.

The dashboard and the AutoTill Android app show live conversations and whether each visitor is still online; takeover is offered for online visitors. Conversations with negative sentiment can be flagged. Team members can hand a conversation back to the agent when they finish.

Human replies do not use credits; one credit is one agent reply. Takeover does not allow refunds or order changes, which stay in the store system.

Orders and leads from taken-over conversations are recorded like any other outcome.

AutoTill — the AI sales agent that completes purchases and enquiries in one conversation.