> ## Documentation Index > Fetch the complete documentation index at: https://docs.onlystack.com/llms.txt > Use this file to discover all available pages before exploring further. # Hybrid mode > How the AI and your team share chats: when a person's reply takes a chat, when it goes back, and which fans the AI hands to your team. Hybrid mode is how the AI and your team share chats. When a person takes a chat, the AI stays out of it until it is handed back. The settings are in **Configuration**, on the **Hybrid Mode** tab. It has two parts: **Hybrid mode**, and **Send a chat to your team when**. **AI for new fans only**, which is also on that tab, is explained in [configuration](https://docs.onlystack.com/agents/configuration.md). To give your team her chats at the same hours every day, set [chatter shifts](https://docs.onlystack.com/agents/configuration.md#chatter-shifts): the agents rest in those hours and pick the chats back up after. ## A person's reply takes the chat **Replying takes over the chat** is on by default. When someone on your team writes to a fan in OnlyStack, the AI stops messaging that fan until the chat is handed back. Turn it off and only the **Take over from AI** item in the chat's **…** menu hands a chat to a person. See [work with chats](https://docs.onlystack.com/desktop-app/chats.md). While a person has a chat, a band under the fan's name says who, for example **You have this chat. The AI stays out until it is handed back.** The **Control** tag beside his name shows the same. ## When the chat goes back to the AI A chat goes back to the AI in three ways: * **You hand it back.** **Hand back to AI** gives it to the AI. You can add a note first (*Anything the AI should know?*), and the agents read it. The agents read it for a while after a person who picked the chat up hands it back. * **Nobody answered him.** **Give it back to the AI after (min)**: if a fan writes and nobody on your team answers within this many minutes, the AI takes the chat back so he is never left waiting. A person who answered and is waiting on the fan keeps the chat however long he takes. The band says when: *He's waiting for a reply. If nobody answers by …, the AI takes it back.* * **You lent it.** **Let AI cover…** lends the chat to the AI for a while, then it comes back to you. The band reads **AI is covering** and says until when. **I'm back** (or **Take over**) takes it back at once, and so does writing in the chat yourself. The lengths on the buttons are set by **“Let AI cover” choices (min)**: up to four lengths in minutes, separated by commas. A chat that a safety reason sent to your team is different. It never goes back on a clock. Only a person hands it back. See [the safety switches](#the-safety-switches). ## Minimum spend **Minimum spend for fan to be ignored by AI (\$)** sets an account-wide line: fans who have spent this much in total stop getting AI messages and go to your team, and **0** means the AI talks to everyone. In a chat the band reads **Your team handles this fan.** with the amount, and nothing hands it back. Change the line in **Configuration**. This is separate from the Sales Agent's **Hand over above** and the Conversation Agent's **Only fans under**, which are each agent's own limit. ## Send a chat to your team when The AI reads every message and decides. When one of these fits, it does not reply: the chat goes on the **Needs you now** list of the [Dashboard](https://docs.onlystack.com/desktop-app/dashboard.md), with a notification. Each is a switch you can turn on or off. | Switch | When it fits | | - | - | | **He says or suggests he is under 18** | His age, being in school, or living with his parents in a way that means he is a kid. | | **He talks about hurting himself** | He talks about hurting himself, suicide, or not wanting to be alive. | | **He threatens a chargeback or a dispute** | He threatens a chargeback, disputing a payment with his bank or card, or reporting your account. | | **He complains or wants a refund** | He is upset about something he paid for: a refund, a scam, or not getting what he paid for. However he says it, not only the word "refund". | | **He asks for something custom** | Content made just for him, her saying his name, a scene he describes, a video call or a private live session. Not when he only mentions customs in passing. While the Sales Agent quotes from the menu, this switch hands nothing over. See [prices](https://docs.onlystack.com/agents/prices.md). | | **He talks about spending a lot** | He offers, asks about or talks about paying at least the amount you set. A box, **Expensive means at least (\$)**, appears when it is on. Smaller amounts stay with the AI. | | **He asks if he is talking to a bot** | He seriously asks or insists on knowing whether he is talking to a bot, an AI or someone else. A joke about it stays with the AI. | | **The AI does not know what to say** | He asks something the AI cannot answer truthfully or safely, like a real fact about her it does not have or meeting in person, or the safety check stops its reply. The AI holds back and your team answers. | ### Your own rule **Also send it to your team when** takes one short sentence in your own words, for example *he asks to meet in real life*. The AI reads every message against it the same way it reads the switches. Leave it empty for none. The reason then reads **Your own rule for the team**. ### The safety switches The first three, a fan who may be under 18, self-harm talk and a chargeback threat, are on until you turn them off. Each is about something a person should look at, not a bot, so the chat waits for your team: the AI never takes it back on its own. The other five are off until you turn them on. * Turning a safety switch off stops new hand-offs for that reason, and those chats stay with the AI. A chat it already sent to your team still waits for a person. * Telegram sends these at once, one by one. See [watching and steering](https://docs.onlystack.com/agents/watching.md). ## When nobody picks it up A chat sent to your team shows as **Needs a person** until somebody takes it. A banner offers **Take it**, which means you answer him, and **Let the AI handle it**, which sends it back without anyone taking it. The same two items are in the chat's **…** menu as **Take it** and **Hand back to AI**. **Wait for the team if nobody takes it** decides what happens when nobody does: * **Off**: if nobody answers within the quiet time above, the AI takes the chat back so he is not left waiting. Chats sent for under 18, self-harm or a chargeback still wait. * **On**: the AI keeps out until someone takes it or sends it back. ## Where you see hand-offs * The [Dashboard](https://docs.onlystack.com/desktop-app/dashboard.md): **Chats waiting for a person** in **Needs you now**, and the **Handoffs to your team** figures, which count **Why** the AI passed each chat and **How they ended**. * The chat itself: the **Control** tag and the band. * Telegram, if you linked a chat. See [watching and steering](https://docs.onlystack.com/agents/watching.md). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.