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Transferring to a human disables bot replies for that contact so your team can chat without automation interference. Transferring back to the bot resumes Flows / AI Agents.

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From the Inbox

Open the conversation and use the transfer / live-chat control to switch between Human and Bot.

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From Contacts

  1. In Contacts, select one or more contacts.
  2. Open Actions.
  3. Choose Transfer conversation to human or Transfer conversation to bot.

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From a Flow

Add Action → Inbox → Transfer to human (or to bot) when your script decides a person is required — or when the issue is resolved and automation should resume.
While a conversation is with a human, inbound messages do not advance bot Flows until you transfer back to the bot (or an automation explicitly resumes).

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Next

Assign conversations

Route the human thread to a teammate.

Human handover

Configure AI-side escalation.