How to take over live AI agent chat?

Hola, estamos analizando el alcance de la plataforma, asistente virtual, y no encontramos como configurar la opción de que una conversación con un agente de IA pueda ser derivada a un operador, un humano. Esto es posible? Cómo?

Hi fpassoni,

Thanks for reaching out to Jotform Support. Our Spanish Support agents are busy helping other Jotform users right now, so I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in Spanish, let us know and we can have them do that. But, it might take a while until they're available again.

Now, coming back to your question, you can easily take over the chat if your AI agent has a live conversation with your customer or clients. Let me show you how:

1. In AI Agent Builder, in the upper left corner of the screen, click on the Downward Arrow icon.
2. On the dropdown menu, click on Conversations.

3. Click on Take Over.

Let us know if there’s anything else we can help you with.

Hola Carlos, muchas gracias.
Pero no me queda claro, cuál es el disparador, qué se debe configurar en el
flujo del bot, para que se lo derive a un operador y este pueda responder
en vivo.
Quedo atento, gracias!
El sáb, 15 de mar de 2025, 19:27, Jotform <noreply> escribió:
</noreply>...

Hi fpassoni,

Unfortunately, our Spanish support agents are busy helping other Jotform users at the moment. I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in Spanish, let us know and we can have them do that. But, keep in mind that you'd have to wait until they're available again.

As for your question, the previous instruction will allow you  to take over  chat conversations manually, are you trying to create a flow where in the ai agent  would have to pass it over to a live person automatically? 

Once we have a better idea of what’s going on, we’ll be able to come up with a solution.

Gracias Pablo.
Así es, quiero qué, ante la posibilidad de que el agente no pueda
responder, derive automáticamente la conversación a un operador. Y que el
operador se entere rápidamente, que haya un cliente que necesita ayuda de
un humano y pueda continuar con esa conversación.
No logro entender como configurar lo para que esto suceda. Y es clave para
nuestro proceso de atención a clientes.
Vi que hay una App para Android. Imagino que desde ahí un humano podría dar
respuestas a una conversación derivada a un operador. Pero no logro
entender como hacerlo.
Aguardo novedades.
Gracias!
El sáb, 15 de mar de 2025, 21:07, Jotform <noreply> escribió:
</noreply>...

Hi fpassoni,

Currently, there is no feature to automatically pass the conversation from an AI agent to a human agent, you have to manually go to the conversation page and click on take over. While the feature you're looking for isn't available at Jotform right now, we've gone ahead and escalated your request to our developers. Exactly when or if it's developed depends on their workload, how viable it is, and how many other users also request it. If there are any updates, we’ll circle back to this thread and let you know.

Thanks for your patience and understanding, we appreciate it.