Taking Over a Ticket from the AI

What is this?

ArminCX can respond to customer messages automatically using AI. When a human agent needs to step in, the steps to fully stop the AI depend on which channel the ticket came from. Following the wrong steps means the AI can continue auto-replying even after you've taken the ticket.

Check your channel first

There are two channel types in ArminCX, and they behave differently at handover:

Auto-reply channels: WhatsApp, Instagram, Widget
Draft channels: Email

On auto-reply channels, assignment alone does not stop the AI.

Open the ticket and assign it to yourself.
Send at least one reply in the conversation thread.

After your first reply, the classic AI stops auto-sending. It stays active in the editor as a suggestion tool only and will no longer reply on its own.

⚠️ If you assign the ticket but do not send a reply, the AI continues responding to the customer.

⚙️ How to take over on Email

On email (draft channels), assignment alone is enough.

Assign the ticket to yourself.

The AI stops auto-sending as soon as you assign the ticket. No manual reply needed.

🚨 AI Agents behave differently

The steps above apply to the classic auto-reply AI. AI Agents follow different rules:

AI Agents route based on trigger match, not assignment.
Even after a human agent has replied, a matching specialist AI Agent can still dispatch and auto-reply to the next incoming customer message.
Assigning the ticket to a human agent does not block AI Agents.

If your workspace uses AI Agents and the AI continues replying after your response, contact your admin or the ArminCX support team.

When to use this

A customer issue needs human judgment and you want to make sure the AI stops responding.
You are taking over a sensitive or escalated conversation.
A colleague has assigned you a live WhatsApp, Instagram, or Widget ticket.

When NOT to rely on assignment alone

On WhatsApp, Instagram, and Widget tickets: always send a reply after assigning. Assignment by itself is not enough.
On AI Agent-managed tickets: handover does not work via assignment. Contact your admin.

Good to know: After you send your first reply on an auto-reply channel, the AI does not go silent completely. It stays active in suggestion mode and keeps offering draft suggestions in the editor for you to use or discard. It just stops sending those suggestions automatically.

You're all set and good to go!