Take over a chat and return it to the assistant
Open the conversation and choose Take over when the assistant is handling it. Read the customer's latest messages and any handoff notes before sending a reply.
- Take over the chat.
- Confirm that the conversation is in human-handled mode.
- Write and send your reply.
- Complete any related order or request work.
- Use the chat's control for handing back to AI when the assistant should resume.
The AI replies for all chats switch in the Inbox controls the whole business. Use it when you intend to pause automation broadly, not to manage just one conversation. A business-wide pause can prevent replies even after an individual chat is returned to AI.
If the composer is unavailable, check whether the assistant still owns the chat, the channel is disconnected, your role lacks permission, or the channel's messaging window has expired. Read the message shown near the composer before retrying.
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