You can join any conversation at any time, whether the assistant asked for help or not.
Take over
Open the conversation in Conversations and turn off the AI replies toggle at the top.
A banner appears: “You’re handling this conversation. Toggle Re-enable AI replies above to let the AI take over again.” You will also see a confirmation reading “AI replies off. Only humans can reply now.”
From that point, the assistant stops replying in this conversation only. Every other conversation carries on as normal.
Reply
Type in the composer at the bottom, marked “Type a message…”, and press Enter to send.
Your message is delivered on whichever channel the customer is using, website or WhatsApp. On the customer’s side, a Human label appears so they know they are talking to a person now.
Hand it back
Turn the toggle back on. It now reads Re-enable AI replies. You will see “AI replies on. The AI will respond automatically.”
The assistant picks up with full knowledge of what you both said, so it does not repeat itself.
Improving the assistant while you are there
If the assistant gave a poor answer earlier in the thread, fix it while it is in front of you. Select the edit control on that message and rewrite it. See Teach your AI the better answer.
When you are finished
Select Mark as resolved to move it out of your active list. See Find, star and resolve conversations.
Turning the AI off everywhere
The toggle in a conversation affects that conversation. To stop automatic replies across your whole account, use the master switch in Customize, on the AI Settings tab. See Turn AI replies off.