AI/Human Control Mode

Every conversation in Fedna AI has a control mode — either AI is handling it, or a human is. Switch between them with one click, at any time, with no disruption to the customer.

How it works

AI mode (default)

The AI agent handles the conversation. It reads messages, responds, uses skills, and manages the interaction autonomously. This is the default for all new conversations.

Human takeover

Click "Take Over" in any conversation to switch to human control. The AI immediately stops responding. Your team member types replies directly. The customer sees no difference — the conversation continues seamlessly.

Hand back to AI

When you're done, click "Reassign to AI" and the agent picks up where you left off. It has full context of what was discussed during the human takeover — so it doesn't repeat questions or miss context.

Visual indicators

A clear indicator in the inbox shows whether each conversation is AI-controlled or human-controlled. Your team knows at a glance which conversations need attention and which the AI is handling.

Why this matters

Pure AI isn't always enough. Complex negotiations, sensitive complaints, or VIP customers sometimes need a human touch. But pure human isn't scalable. The control mode lets you get the best of both — AI handles the volume, humans handle the exceptions.