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Taking over a conversation, and handing it back

Updated · 2 min read

Your assistant handles most chats. When a customer needs a person, or you’d just like to reply yourself, you can take over in one click. The AI pauses for that customer until you hand it back.

Take over

  1. Open the conversation from Conversations or a Needs you alert.
  2. Click Take over at the top of the thread. The composer shows your name.
  3. Reply. Your messages go out right away, labelled as your team in the thread.
You're replying as Dana L. The AI stays paused until you hand it back.
you're welcome! it'll be there friday morningHand back to AI

You need to take over before replying, so you and the AI never both answer the same message. Owners and members can both take over.

Hand back

Click Hand back to AI when you’re done. The AI answers the customer’s next message, with your replies in view, so it doesn’t repeat what you said.

There’s no timer: the AI stays paused until someone hands the thread back. If you’re finished with a customer, hand it back so their next question doesn’t wait for you.

Opt-outs always win. If a customer says stop while you’re replying, the thread closes and nobody can text them again.

Good to know

  • Your messages follow the same rules as the assistant’s: consent is checked before each one, and each is up to 1,000 characters.
  • Both events show in the thread as lines in the middle, for example “Dana took over · AI paused” and “Dana handed back · AI resumed”, so the whole team can see who stepped in.

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