When the AI hands over to a person, and photos and voice notes
The situations that stop the agent, what your team sees, how to take over, and what the agent does with images and voice notes.
Updated 29 October 2026
When the agent steps back
The agent is instructed to hand a conversation to your team when the customer asks for a human or a manager, is angry or threatening, raises a payment or fraud issue, or when it has failed to answer twice. It also steps back if the AI service itself fails; in that case a system message "AI HANDOFF" appears in the chat and an "AI Service Failure" alert pops up.
The chat’s bot switch turns off and its status becomes pending, so it shows in the inbox "Paused" tab. The reason is logged under AI agent › Activity. To take over, just reply, or flip the switch; to hand it back, flip the switch on again.
Photos
With "Understand photos" on, the agent looks at the pictures a customer sends (up to four in one turn) and answers about them. With it off, it asks for the product name, code or link instead.
Voice notes
Voice notes are transcribed with OpenAI Whisper, in Urdu, so the agent and the team read them as text. This needs an OpenAI key saved in the settings, even when Gemini is the provider that answers; without one the message shows as "[Voice Message - OpenAI Not Configured]".