In Conversations · 1 article

Take over from the AI assistant

All plans Who can do this: Client Admin, Client Manager, Client Agent Updated 30 Oct 2026
On this page
  1. Take over a conversation
  2. What happens while you have it
  3. Hand it back to the AI

Step into a conversation yourself. The AI stops answering that customer until someone hands the conversation back to the AI.

Take over a conversation

  1. Open Conversations and pick the conversation.
  2. Open the ⋯ menu at the top of the conversation and choose Take over.
  3. Write your reply in the box at the bottom and select Send.

You can also skip the menu and just reply. When the AI is running the conversation, you take it over when you send a message, and Send warns you on hover: Sending pauses the AI. Doing something from Actions in the reply box takes over too.

Either way, a bar reading You’re handling this appears above the reply box, and the conversation shows Paused · Agent takeover.

Conversations · Emily Carter
Demo workspace: the AI is paused while a team member replies to the customer.
Note A Transfer to human card in a flow pauses a conversation the same way. So does starting one yourself with New message: the AI won’t answer their reply until you select Resume AI.

What happens while you have it

  • The customer’s messages land in the conversation, and the AI does not answer them.
  • While you handle the conversation, delayed steps do not run and follow-up messages are not sent to the customer.
  • A time the AI was holding for this customer can be offered to other leads while the conversation is paused.
  • If the customer replies STOP, they are still opted out.

Take over is only offered on an Active conversation. A Closed one has no AI to pause, and an Archived one needs Restore first.

Hand it back to the AI

Select Resume AI on the bar above the reply box, or choose it in the ⋯ menu. The conversation then shows who resumed the AI.

Before its next reply, the AI is told what your team wrote and did during the pause. If a flow’s wait ran out during the pause, the next step runs as soon as you resume, so the customer may hear from the AI straight away.

If the bar reads The flow stopped on an error, Resume AI runs that step again and hands it what the customer wrote. If it can’t, the app tells you to reply to the customer yourself.

Caution Resume AI does not answer what the customer wrote during the pause. The AI answers their next message, so reply yourself before you resume. Until the AI is resumed, your team needs to answer customer messages. The flow is closed 30 days after its last step. Resuming later does not restart it, and the customer’s next message goes to whichever flow handles messages on that number. If none does, it is recorded and left unanswered.
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Flow cards and triggers Transfer to human Calendar and meetings How offered times are held Channels How STOP works
What you can do with it: Answer customers 24/7