Bot needs to better handle conversation handoffs

When AI takes over conversations that were happening with human agent before, it messes up big time: https://beyond-chats.netlify.app/ivfindia.com/56784 The issue is: when sending messages to LLM providers like gemini and openai: we treat human agent messages as AI's own messages. This is because these providers only support roles of: USER and ASSISTANT for representing conversation but the human agent is neither the USER nor the ASSISTANT so the AI thinks that the agent's messages are its own. Sub task 1: How do we indicate to the LLM that the human messages arent its own? Sub task 2: How should the LLM make use of chat history that involves agent messages also.