Take a chat over and hand it back

Taking a chat over changes that one chat. Your agent keeps answering every other customer.

Take the chat over

1. Go to Interaction › Conversations and open the chat.
2. Press Take over at the top.

The line under the customer’s name changes to “You are replying — AI is paused”. Your agent stops at once — even a reply it was still writing isn’t sent. The customer isn’t told anything; they simply get your replies from now on.

You can also just start typing. When nobody on your team has the chat, the reply box says Type to pause AI and reply…, and your first keystroke takes the chat over for you.

Reply

Type in Reply to customer… and press Enter to send (Shift+Enter for a new line), up to 1,000 characters.

• Send a product. Press the catalog button in the reply box (Send catalog item), search, pick it and press Send card. The card uses your current picture and price; it doesn’t create an order or charge anyone.
• Leave a note for your team. Press the note button (Add internal note), write it and press Add note. It shows as Internal note with your name. The customer never sees it.
• Get a draft. If Draft replies for your team is on, press Draft reply under the box for a suggestion you can edit before sending. Switch it on in Agent › AI Studio › Agents: press Manage on an agent, then Change → under On its own?. Each draft counts towards your monthly allowance, then your wallet.

On WhatsApp, once 24 hours have passed since the customer last wrote, the box changes to Send an approved WhatsApp template. Choose a Template and press Send template. On Instagram, after 24 hours you can’t reply until the customer writes again.

Hand it back

When you’re done, press Hand back to AI at the top. The line goes back to “AI is handling this conversation”. Your agent picks up having read everything you wrote, and if the customer sent something nobody answered, it replies to that.

If your agent brought the chat to you, it shows “AI paused — needs human judgment”. You can take it over and reply, or hand it straight back: press ⋮ and choose Hand back to AI. Your agent first checks that it can carry on from where it stopped.

For several chats at once, press Select above the list, tick them, press Hand back to AI and confirm.

If something’s not right

• Take over is greyed out. Your role can’t take chats over. Ask your workspace owner to change it in Set up › Settings & team › Team & roles.
• “Conversation could not be taken over.” or “The conversation could not be handed back to AI.” Press Dismiss and try again, or Reload if it keeps happening.
• “AI credits could not fund the next operation…” Your monthly allowance is used up and your wallet can’t cover your agent’s next reply, so the chat stays with your team. Add funds, then hand it back. See your wallet and what uses it.
• “The customer sent a new message. Review it before replying.” Nothing was sent. Press Review new activity; your draft is kept.
• “We don’t know whether that reply reached the customer…” Wait. Sending again could send it twice.