Human intervention
When you need to step in
Although your agent can handle most conversations automatically, there are situations where it is better for a real person to take over: a dissatisfied customer, a very specific inquiry, or a negotiation that requires a personal touch.
Aura includes tools to make the transition between the agent and you (or your team) smooth and conflict-free.
Human interaction rules
These options are found in Agent Settings > Agent > Messages, under the Human interaction rules section.
Mute when a human is active
When you enable the Mute when a human is active toggle, the agent will stop replying automatically as soon as it detects that a real person is writing in the conversation. This prevents the agent and you from replying at the same time, which could confuse the customer.
It is recommended to always keep this option enabled. This way, the agent will not interfere when you or someone on your team is already handling a conversation.
Human priority window
The Human priority window (seconds) field defines how long the agent stays silent after a real person sends a message in the conversation.
For example, if you set a value of 30 seconds, the agent will wait 30 seconds after your last message before replying automatically again. This gives you time to continue writing without the agent interrupting.
If you need more time, increase the value. If you prefer the agent to resume quickly, use a lower value.
How to take over a conversation
In addition to the automatic rules, you can take control manually at any time:
Open the conversation
Go to the Messages section and select the conversation you want to handle personally.
Disable agent replies
Turn off the Agent replies toggle for that conversation. The agent will stop replying automatically in this specific conversation.
Disabling the reply toggle only affects that specific conversation. The agent will continue replying normally in all other conversations.
