Documentation navigation
Autonomy, escalation & human handoff
Autonomy, escalation and human takeover solve different problems. Pausing automation globally is not the same as asking staff to review one conversation.
In this pageThe key states · Pausing does not create a backlog to replay · When human takeover makes sense
The key states
| Control | Effect |
|---|---|
| Clinic autonomy paused | Automatic external model replies stop; staff Chat remains available. |
| Staff attention / escalation | Staff are alerted, but autonomous communication can continue unless the conversation is taken over. |
| Human takeover | Autonomous replies stop for that conversation until staff selects Return to Menaela. |
| Staff sends a message | An older pending AI reply is superseded; the chat is not permanently taken over just because staff replied. |
| Return to Menaela | Future eligible events can be handled automatically again; returning does not itself send a message. |
Pausing does not create a backlog to replay
Messages that were skipped while autonomy or takeover prevented a reply are not automatically replayed later simply because automation is turned back on. New eligible activity can resume normal handling.
When human takeover makes sense
- A staff member wants to manage the rest of a sensitive conversation personally.
- The patient is upset or the discussion has moved outside the supported automated workflow.
- Clinical judgment is needed over several turns rather than one isolated answer.
- Staff need to coordinate internally before any further patient-facing reply is sent.