How handoff works
Taking over a conversation is immediate and requires no special action beyond simply replying:- Reply directly in the conversation from inside the Exerta inbox or from the platform itself (Facebook, Instagram, etc.) — the agent monitors for your activity either way.
- The agent pauses automatically for that specific conversation the moment it detects a reply from you. You don’t need to click a “pause” button or change any settings.
- Other conversations keep running — the handoff is scoped to a single thread. Every other active conversation your agent is managing continues without interruption.
- Hand back at any time — when you’re done, you can explicitly re-activate the agent for that conversation and it picks up where it left off with the full context intact.
When to use handoff
Some conversations are worth a personal touch. Here are the most common situations where stepping in makes sense:High-value buyers
When a buyer has a large order, a complex requirement, or needs reassurance before committing — your personal reply can be the thing that closes the deal.
Complaints
When a customer is genuinely upset, a human response lands differently than an AI one. Take over, acknowledge the issue personally, and resolve it on your terms.
Sensitive topics
Legal questions, medical claims, or anything that touches brand-sensitive territory should always come from a human. Take the thread and handle it directly.
VIP customers
Repeat buyers, influencers, or customers who deserve extra attention — sometimes the right move is to show up yourself.
Automatic escalation
You don’t have to catch every conversation manually. You can configure your agent to escalate automatically when it hits a situation it shouldn’t handle alone. When escalation triggers — because the agent is uncertain, detects strong negative sentiment, or hits a topic it’s been told to flag — it sends the buyer a DM with your support contact information and marks the conversation in your inbox so you know to follow up. Nothing falls through the cracks, and the buyer always gets a response.Team inboxes
If you’re on the Starter plan or above, multiple team members can monitor and reply to conversations from a shared inbox. Everyone sees the same conversation history, so there’s no risk of two people replying to the same thread. On Scale and Enterprise plans, you also get a dedicated Slack channel for escalation alerts — so the right person on your team gets notified the moment a conversation needs attention, without having to check the Exerta inbox manually.Handoff is per conversation — other active conversations keep running without interruption. The AI resumes for a paused thread only if you explicitly re-activate it for that conversation.