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description: How  to use human intervention.
---

# How it works?

## Human Intervention

With the ability to follow conversations in real-time, we have added the **Human Intervention** option. This allows you to interrupt your Agent at the precise moment to interact as a human with your customer, thereby enhancing the user experience.

### Access Real-Time Conversations

You can access this feature from various parts of our **Dashboard**, giving you the freedom to intervene in any conversation happening in real-time.

#### From Conversations

To access from **Conversations**, navigate to **Conversations > Chat History** in the sidebar menu, and once inside, click on the conversation you want to intervene in.

Disable the Agent in the bottom left corner and you can start talking with your customer.

<figure><img src="https://2644172801-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FK2NBwdwy5L4sWk0DohX6%2Fuploads%2FvkKMdEzQHE6NYFKo1UyK%2FCaptura%20de%20pantalla%202024-06-25%20a%20las%2010.29.47.png?alt=media&#x26;token=0e537716-7fe6-42bc-9ff9-a6f7a92c45d8" alt=""><figcaption></figcaption></figure>

#### From Campaigns

To access from **Campaigns**,  navigate to **Campaigns** in the sidebar menu, and once inside, click on the conversation you want to intervene in.

Disable the Agent in the bottom left corner, and you can start talking with your customer.

#### From Alerts

To access from **Alerts**, just navigate to **Alerts** in the sidebar menu, and once inside, click on the alert for the conversation you want to intervene in.

Disable the Agent in the bottom left corner, and you can start talking with your customer.

<figure><img src="https://2644172801-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FK2NBwdwy5L4sWk0DohX6%2Fuploads%2FbQrjunJokx1vpzxOh8J4%2FCaptura%20de%20pantalla%202024-06-25%20a%20las%2010.30.38.png?alt=media&#x26;token=2b398694-90f2-45d6-8bc5-85fe08851f7e" alt=""><figcaption></figcaption></figure>

### Deactivate the Agent

To intervene in a conversation, simply deactivate the Agent by clicking the purple button that says **“Agent Activated”**.

<figure><img src="https://2644172801-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FK2NBwdwy5L4sWk0DohX6%2Fuploads%2FKpTkw2M25MNaGl6ccwVo%2FCaptura%20de%20pantalla%202024-06-25%20a%20las%2010.31.07.png?alt=media&#x26;token=af5b568b-27f3-4979-8c76-92cf28b2f616" alt=""><figcaption></figcaption></figure>

Once this is done, you will be able to converse directly with the user.

<figure><img src="https://2644172801-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FK2NBwdwy5L4sWk0DohX6%2Fuploads%2FJz3quFnGlxgo06t1gsD3%2FCaptura%20de%20pantalla%202024-06-25%20a%20las%2010.32.00.png?alt=media&#x26;token=808386cc-3ab2-460f-a5ff-1848e06ad5c0" alt=""><figcaption></figcaption></figure>

If you still have doubts, we recommend you take a look at this video: [https://app.arcade.software/share/oGyK9uhCyHr2vJaEpD0a](https://app.arcade.software/share/oGyK9uhCyHr2vJaEpD0a)

That concludes the tutorial for . Remember, if you have any questions, you can contact the Caleida team at [support@caleida.io](mailto:support@caleida.io).
