To take over a conversation an AI is having with a customer, just write to them, from your connected inbox or from Muzau. A Muzau agent then stops its follow-ups, withdraws the ones waiting for your approval and notes on the follow-up line who wrote. When the agent passes you a request, you see the whole exchange, including what it already replied, and your team answers by email, or by SMS for an SMS conversation.
An agent has been running the exchange for a few days: it answered the first questions, offered a slot, followed up on a proposal. Then the customer writes something that calls for your judgment: a discount, a complaint, a case outside the usual. Someone on the team steps in, and that is where a poorly run tool shows: the follow-up goes out anyway the next day, or the salesperson unknowingly contradicts what the AI had announced.
The customer only sees one business. Taking over therefore rests on two conditions: the agent stops its follow-ups when you write, and you know what it said before you write. Your team keeps the relationship and the decisions; the agent handles follow-ups as long as nobody has written to the customer.
When someone on your team writes to the customer from Muzau, or from their Gmail, Outlook or other inbox connected to Muzau, the current follow-up stops. The ones waiting for your approval are withdrawn, and the follow-up line says who wrote to the customer, and when. An email sent from an inbox that is not connected, or a call, cannot be seen: you then cancel the next follow-up, which stops the follow-up for that person. The details are on follow-ups that go out twice.
When the agent is missing a price, a lead time or an agreement, it passes you the request: a card in "To do" that says who wrote, what needs doing and why. The card shows the exchange, including what the agent already replied to the customer: you do not contradict a sentence you have not read. The reply arrives already written. Each missing piece of information becomes a short question, the agent rewrites with your words, and you review before it goes out. Muzau notifies you of the request by email straight away; with Slack or Microsoft Teams connected, the agent alerts the team there too.
For a conversation in the site chat, your team opens the card, sees the whole exchange and sends the prepared reply by email, to the address the visitor left: nothing to type. If they left a number, it calls them back. For an SMS conversation, your team writes its reply from the card: it goes out from the agent's number, and a counter shows how many SMS it will take. That reply is filed as written by the team: the agent rereads it before its next reply and does not claim it as its own. See also replying to your customers' SMS from a computer.
Each agent can be paused in one click from its page. To make its actions wait for your go-ahead, the Autonomy page offers "I review everything", the trial period and the exceptions: see how much of customer follow-up to hand to an AI. Chat replies go out without approval: a visitor is waiting in front of the bubble.
With or without a tool, a takeover is prepared before you write the first word.
The takeover message comes in four beats. First who is writing: "I'm [first name], I'm taking over your request." Then what was agreed, in one line, without asking again for what the customer already gave. Then the answer or decision the AI could not make. Finally a single next step: a slot, a document or a question.
Take over without waiting when the customer asks to speak to someone, complains, negotiates a price or is waiting for a decision that commits the business. And if the AI's mistake could come back, correct it so it does not happen again.
Autonomous does not mean unchecked. You set the level of autonomy of every agent, its limits cannot be crossed, everything it does is recorded in a plain-language log, and one gesture stops it all.
For the tasks you don't have time for. You give the address of your website, then describe the work in your own words. Nothing to install.