Taking over a conversation lets your team temporarily stop AI replies and respond manually for situations requiring human judgment.
AI agents automatically respond to incoming messages, providing immediate and consistent replies. Some conversations, however, require human judgment, clarification, or a personalized touch. Taking over a conversation lets your team pause automated responses, step in directly, and maintain the full context of the thread. This ensures smooth transitions between AI and human handling without disrupting the customer experience.
Agent auto-reply toggle
At the top of the conversation thread, the toggle indicates whether the AI agent is replying automatically.
Switching it off immediately pauses agent responses. The interface updates to show “Agent auto-reply is off. You are now handling this conversation manually.”
Take over now button
Clicking Take over now performs the same function as the toggle: it disables AI replies and gives your team full control of the conversation.
Manual responses and conversation context
Once AI auto-reply is paused, your team can type and send messages in the chat box. The full conversation history remains visible, ensuring no context is lost. This allows team members to respond accurately and maintain a consistent, uninterrupted experience for the customer.
When one team member takes over a conversation, other users are temporarily locked out. This prevents conflicting replies and ensures only one person is handling the conversation at a time.
