Section 10 · Human Sales Team Superpowers

10.1Live human takeover

Built in the POC

What DMA asked for · Decision Book p.22

A salesperson can jump into the chat with the full history, so the prospect never repeats themselves.

Why it matters to DMA: Hot leads must never feel dropped between the AI and a person.

In our words, from DMA's Product Decision Book v3, page 22.

Live chats on the dashboard lists every open website chat: the page it started on, the latest line and a Join button. A hot-lead email carries a signed link that opens the same chat.
Joining shows the whole conversation so far, so the person picks up mid-conversation and the visitor never repeats themselves.
The moment someone joins, the AI stops replying to that visitor, and the visitor sees that a person from DMA has joined. Everything the person writes is stored in the same conversation.
When the visitor asks for a person, the chat says someone is joining and a case goes to the person on call on DMA's roster.

It plays on its own while it's on screen; hover or use the controls to pause or step through.

Step 1 of 5

A chat is live

The AI is talking to a visitor on DMA's site.

The same six stages on every page. Nothing reaches Nutshell except through the write gate.

1Website chat
Source
The visitor's messages, and now the person's.
2Sync
Copies Nutshell changes into the bridge database
Not involved.
3Bridge database
A copy of the CRM data, plus what the AI works out
One conversation: the AI's lines, then the person's; the takeover time is recorded.
4AI
Claude models, only through DMA's own gateway
Paused for this visitor from the moment a person joins.
5Write gate
The only way back into Nutshell: checked, approved when needed, sent once
The lead and summary go to Nutshell as usual.
6Nutshell
The system of record
The rep sees the whole conversation.

Drawn from the POC's database catalogue: structure only, no data.

PK primary keyFK reference the database enforces (solid line)ID reference kept by id (dashed line)

Table	What it holds	Columns
conv.conversations	The chat, including when a person took over.	22
conv.participants	Who is in the chat: the visitor, the AI, and the person who joined.	8
conv.messages	Every line, from all three, encrypted.	21

How the tables connect (7)

Column	Points to	Kept by
conv.conversations.agent_version_id	agent.agent_versions	The application (by id)
conv.participants.conversation_id	conv.conversations	The database (foreign key)
conv.participants.agent_id	agent.agents	The application (by id)
conv.messages.conversation_id	conv.conversations	The database (foreign key)
conv.messages.participant_id	conv.participants	The application (by id)
conv.messages.decision_id	ctrl.decision_log	The application (by id)
conv.messages.agent_version_id	agent.agent_versions	The application (by id)

Synthetic demo data: every name, business and number is made up.

1 / 3

What you see

1.Every open chat, with a Join button

The team sees the page each chat started on and its latest line.

localhost:13301/live-chats

What happens in the system

Bridge databaseconv.conversations
Open website chats, read live from the bridge database.

A synthetic takeover on the BrightSmile Dental demo site.

Moment	Visitor	DMA's team
Before	The AI assistant, with "Talk to a person" always on screen	The chat on Live chats, with a Join button
Join	"Josh from DMA has joined the chat"	The full conversation so far
After	Josh's replies in the same window	The AI stays quiet for this visitor

localhost:13301/live-chats

1 / 3Live chats: every open website chat.

Dashboard · Live chats. Captured from the running POC on September 25, 2026; synthetic data.

Opens the exact screen in the running POC, in a new tab.

Open	Where	What to try
Live chats	DMA AI dashboard	Open chats and the Join button.

Built in the POC

Built in the POC. This capability runs in the POC today, on synthetic data, end to end.