Take over a conversation from the assistant

You can step into any conversation and reply yourself. To stop the assistant from answering while you handle a client, turn it off for that one conversation. Other conversations aren't affected.

What happens when you just reply

You can reply without turning anything off. When you send a message:

• The assistant drops any reply it was still writing, so the client doesn't get two answers.
• The conversation moves to In Progress, including from Needs Attention.

But when the client writes again, the assistant answers as usual. If you want to handle the rest of the conversation yourself, turn the assistant off first.

1. 1

   Step 1 of 4

   Open the conversation

   Go to Conversations in the sidebar and select the conversation.

2. 2

   Step 2 of 4

   Turn the assistant off

   Click the menu button (three dots) in the top-right corner, open Assistant and click Disable.

   You will see:

   An Assistant Disabled message appears, and the conversation is marked Assistant Disabled in the list.

3. 3

   Step 3 of 4

   Reply to the client

   Type your message in the box at the bottom and press Enter. The client gets it on the channel they wrote from. Your name is saved with the message in the inbox.

4. 4

   Step 4 of 4

   Hand it back when you're done

   Open the menu again, go to Assistant and click Enable. The assistant answers the client's next message.

Make the assistant answer now

Turning the assistant back on doesn't make it answer a message that's already waiting. To get a reply right away, open the menu, go to Assistant and click Trigger.

Trigger works only when:

• the latest message is from the client
• the assistant is enabled for this conversation
• the conversation isn't set to Needs Attention
• Enable Assistant is on in Settings › Conversations, and you have enough credits

Hand back a conversation that needs attention

When the assistant hands a conversation to your team, it sets it to Needs Attention and stays silent. Once you've helped the client, open the menu, go to Set Status and choose In Progress or Resolved. Replying yourself also moves it to In Progress. From then on, the assistant answers new client messages again, as long as it's enabled.