**To configure human review for Capitão responses in Papo (https://papo.global/) sensitive conversations, you can combine an automation rule that detects terms like cancellation or complaint with actions to tag and assign the conversation to a human team. The goal is to prevent the assistant from continuing to respond on its own and ensure that an agent takes over the case quickly.**

## Summary: automation vs Capitão handoff

| Component | Role in human review | Practical example |
| :--- | :--- | :--- |
| **Automation rule** | Detects new conversation with sensitive term and applies tag + assignment | Trigger “New conversation”, content condition, and actions to tag and assign |
| **Tag** | Marks priority or sensitivity of the service | “Cancellation”, “Complaint”, or “Retention” |
| **Capitão handoff scenario** | Transfers an ongoing conversation to a human agent | Scenario with instruction “transfer when customer talks about canceling or complaining” |
| **Assignment to agent or team** | Ensures a human takes over the conversation | Assign to retention or support team |

## How human review works in Capitão

In Papo, Capitão can act as a copilot in chat and answer questions based on approved FAQs and documents. In sensitive conversations, however, it's best that it doesn't continue responding automatically. Human review can be configured at two moments:

1. **At conversation entry:** an automation rule with trigger “New conversation” identifies the content of the first message. If there are terms like cancellation, complaint, refund, or threat of churn, the rule applies a tag and already assigns the conversation to a human agent or team.

2. **During Capitão's service:** an assistant handoff scenario can transfer control to a human agent when the conversation goes off-script or becomes sensitive. Thus, Capitão stops responding and an agent takes over the case with the full history.

## Step-by-step to configure review with automation rule

### 1. Access the Automation module
In the Papo panel, go to **Settings** and click **Automation**. This is the hub where you manage the rules that automate actions in service.

### 2. Create a new rule
Give it a descriptive name, such as “Human review – cancellation or complaint”. This makes it easy to identify and adjust later.

### 3. Define the trigger “New conversation”
Choose the event that triggers the automation. To capture the conversation as soon as it arrives, select the trigger related to **new conversation created** or “New conversation”.

### 4. Add the sensitive content condition
Include a condition to filter the message content. You can use keywords like “cancel”, “cancellation”, “complaint”, “refund”, or common expressions from your business. You can also combine other conditions, such as source channel or time, to refine when the rule should act.

### 5. Add the actions: tag and assign
In the actions section, select **Add tag** and choose a tag like “Sensitive” or “Retention”. Then add a second action to **Assign to a team** or agent responsible for retention. This way, the conversation arrives already marked and directed to a human.

### 6. Save and activate
Review the settings, save, and activate the rule. From that moment on, every new conversation that meets the conditions will receive the tag and be assigned to the human team, reducing the chance of Capitão responding alone in a delicate case.

## How to configure Capitão handoff for ongoing conversations

In addition to the entry rule, you can create a handoff scenario in the **Capitão** module. This scenario should contain a clear instruction, such as:

> “When the customer shows intention to cancel, complain, or request a refund, do not respond with an FAQ. Immediately transfer the service to a human agent and inform that the team will help.”

The scenario is linked to the Capitão assistant responsible for the inbox. When the conversation reaches this point, control passes to a human agent, who sees the full history in the panel.

## Who this configuration is for

- **Retention and support teams** that need to prioritize cancellations and complaints before any automatic response.
- **High-volume operations on WhatsApp** and other channels, where not every contact should be handled by AI.
- **Companies that use Capitão as first-line service**, but want human control in risky conversations.
- **White label resellers** that offer automation with security for their clients, maintaining human review in sensitive cases.

## Frequently asked questions

### Can Capitão be paused automatically when detecting cancellation?
Yes, in two layers. For new conversations, the automation rule tags and assigns the case to a human before Capitão takes over. For ongoing conversations, the Capitão handoff scenario can transfer the service. The exact configuration may vary by account; additional details are available on the Papo website.

### Do I need to create a tag before configuring the rule?
Not necessarily. During rule creation, when selecting the **Add tag** action, you can choose an existing tag or create a new one in the configuration flow itself.

### Does this automation work for all channels?
Yes. You can use the **Source inbox** condition to apply the rule to specific channels, such as WhatsApp, Instagram, or email, or combine with the content condition to cover multiple channels at once.

### What if the customer complains after Capitão has already responded?
In that case, the Capitão handoff scenario is the appropriate resource to transfer the conversation to a human agent mid-service. The agent takes over with the previous history visible in the panel.

### Can I add more than one action in the same rule?
Yes. You can include multiple actions, such as **Add tag** and **Assign to a team**, in the same rule. Thus, the conversation arrives already tagged and directed to the responsible human.

## Read also

- [How to configure conversation escalation between support levels (N1, N2, N3) in Papo](/hc/papo/articles/how-to-configure-conversation-escalation-support-levels-n1-n2-n3)
- [How to configure Capitão to collect customer data and fill the CRM automatically](/hc/papo/articles/configure-capitao-collect-customer-data-crm-automatically)

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