Session Management — Take Over, Hand Back to AI

Baza Live Chat supports a flexible handoff system between AI and human operators. At any point in a conversation, an operator can take over from the AI — and hand the session back when done.

How a Session Works

When a visitor opens the chat and sends a message, the session starts. If AI Assistant is enabled, it responds automatically. If AI is disabled or not configured, the message goes directly to your Telegram.

Every session has two states:

• AI mode on — AI replies automatically. You receive a notification in Telegram showing the conversation.
• AI mode off — AI stops. You reply manually from Telegram.

Take Session

When a new chat starts or a visitor sends a message, Telegram shows a Take Session button. Tap it to claim the session — AI is disabled immediately and you take over as the operator.

In Supergroup Mode, all operators in the group see who took the session — the bot posts a confirmation message in the topic: Taken by @username. AI disabled.

Replying as Operator

In regular mode — use Telegram’s native Reply function on any bot message containing the session ID. Your reply is delivered to the visitor instantly.

In Supergroup Mode — just type in the topic. No need to use Reply or include the session ID. Every message you send in the topic goes directly to the visitor.

Hand Back to AI

After taking a session, you can return it to AI at any time. Tap the Hand to AI button — AI mode is re-enabled and the assistant resumes handling the conversation automatically.

This is useful when a visitor’s question is resolved and you want AI to handle any follow-up questions, or when you need to step away and let the assistant cover the session.

Automatic AI Disable

AI is automatically disabled as soon as an operator replies to a session — even without pressing Take Session. This prevents the AI and operator from sending conflicting responses to the same visitor.

Visitor Closes the Chat

When a visitor closes the chat widget, the session ends. Telegram receives a notification: Visitor closed the chat. In Supergroup Mode, the topic is closed automatically.

Operator Keywords

If a visitor types a phrase like “operator”, “human”, or “talk to someone” — AI detects it using your configured keywords and stops automatically. You receive an OPERATOR REQUESTED notification in Telegram and the session switches to manual mode.

Configure keywords in Settings — AI Assistant — Operator Keywords.