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Once you’ve done the part that needed a person, hand the ticket back to the AI Agent. It reads the whole conversation, including your replies and internal notes, and follows any instructions you add. You can take the ticket back at any time with Take Over.

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Hand over a ticket

1

Click Hand ticket to AI

The tab is above the reply box. The AI suggests what it will do next.
2

Check the instructions

Add anything the AI should know, such as a price or a decision you made. You can also leave the field empty.
3

Click Handover to AI

The AI now owns the ticket. If the customer is waiting, it replies straight away.
The Hand ticket to AI tab with the instructions, Tell Mia the replacement key costs 9 EUR and ships within 3 days, and the Handover to AI buttonThe Hand ticket to AI tab with the instructions, Tell Mia the replacement key costs 9 EUR and ships within 3 days, and the Handover to AI button

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Other ways to hand over

  • Assignee list: pick Typewise AI in the ticket details. The same instructions open in a dialog.
  • AI Operator (Nova): ask Nova to hand the ticket to the AI. Click Review and hand over on its suggestion, then Handover to AI. Nova never hands a ticket over on its own.
  • New email: when you start a conversation, switch on AI replies next. The AI answers the customer’s reply.

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When you can’t hand over

You can hand over open tickets that a person owns. Tickets that are with the AI, closed, or snoozed can’t be handed over.