What happens when a customer asks for a person?
Hibou hands the chat to the store team and stays quiet. Messages from the customer are passed to the team. The bot does not keep selling over a person who has taken the thread. The team can hand the chat back to the bot later.
From the THREADLY deployment
A customer can ask for a person in the thread, including in the middle of an order. Asking for a call is treated the same way. The team also steps in by replying from the console. That reply is itself the takeover.