Nod AI
Manage AI and take over a conversation
Decide when the agent acts and when your team steps in.
Before you start
You need the relevant configuration permissions. These controls affect real conversations.
Step by step
- Open AI Management and review the agent’s state and configuration.
- Check the account, playbook, and responsible people before enabling it.
- Review distribution and tags that determine where the agent can act.
- Use the available takeover control when you want to handle a conversation personally.
- Review activity to understand decisions, pauses, and escalations.
Check who is allowed to reply
Global activation, distribution, and individual conversation control serve different purposes. Check the agent’s status and approved playbook before changing distribution. A manually handled conversation may need an explicit handoff before AI manages it again.
When a conversation escalates, read the reason and history before continuing. Fixing a playbook rule and taking control of a chat are different actions: one updates approved behavior, while the other lets you handle that case. If AI does not reply, check connection, approval, control, pauses, and quota before increasing distribution.
What to expect
Conversation ownership reflects who should handle it.
Troubleshooting
A conversation taken over by a person should not be assumed to return automatically to AI. Check the saved state instead of relying on a button’s appearance before confirmation.