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Step in live
On this page
Stepping in live lets you take control of a conversation managed by your AI agent at any moment, without breaking the thread with the customer.
When to step in
You can step into any conversation in the unified inbox, whether it’s on WhatsApp Business, Telegram, or your website chat. It’s useful when the agent has escalated the conversation, or even when it hasn’t but you’d rather respond yourself.
How it works
From the inbox, you step in with one click: from that moment on, your messages go out as a direct reply on the corresponding channel, without the agent responding at the same time. The customer stays in the same conversation, without noticing any change of platform.
Handing control back
When you’re done attending to it, you hand control back to the agent from the same inbox. The agent picks the conversation back up as usual and continues applying its assigned actions, like handling bookings or answering questions.
Why it matters
This combination of agent and person is the foundation of oversight in Hagabox: the agent handles routine matters, and you decide, case by case, when you want the human touch, without ever losing control of a conversation.
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