How do I take over from the AI in the middle of a chat?
Assign the conversation to yourself, or pause or turn off the AI for that one chat, without changing how it behaves anywhere else.
You can step in and take over any conversation the AI is handling, without touching how it behaves anywhere else. There are two ways to do it, depending on whether you also want to reply.
Assign it to yourself
The simplest way: open the conversation, click the assignee control in the header, and pick your own name. This immediately stops the AI answering that conversation and marks you as the owner, see How do I give a conversation to someone else?
Pause or turn off the AI without assigning it
If you want to stop the AI on one conversation without necessarily assigning it to yourself:
- Open the conversation.
- Click the AI on toggle in the header, it shows "AI is answering, click to take over" when you hover it.
- Choose:
- Pause 1 hour stops it answering for an hour, then it picks back up automatically.
- Turn off stops it answering that conversation until someone turns it back on, it does not time out on its own.
- While paused or off, the header shows AI paused or AI off, and you can reply yourself in the meantime.
Handing it back
Open the same control and pick Resume. The AI starts answering that conversation again right away. This only affects the one conversation, it never changes how the AI behaves on any other chat.
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More in Your inbox
The other guides people read alongside this one.
- How do I read and reply to a conversation?
Open a conversation from your inbox list, type your reply, and send it. Switch to a note if the message is only for your team.
- How do I give a conversation to someone else?
Use the assignee control in the conversation header to hand it to a teammate, take it yourself, or hand it back to the AI.
- How do I snooze, resolve or reopen a conversation?
Resolve when you are done, snooze when you need to come back later, and either way it reopens by itself the moment the customer replies.
- How do I filter my inbox, and save the filters I use most?
Filter by channel, assignee, team or unread, then save the combination as a view you can jump back to in one click.
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