Can the store team take over a chat?
Yes. A reply from the store team pauses Hibou on that chat. The customer can also ask for a person, or ask to be called, and the bot steps aside. The team can return the chat to the bot. A customer can leave the pause by asking for the menu.
From the THREADLY deployment
On THREADLY the console reply is the takeover. There is no separate button the team must remember. While the team has the chat, Hibou does not send the usual prompts, so a person handling a complaint is not interrupted by the agent.