How to pause the AI and take over a chat
Open the chat and click Take over conversation. The AI stops answering that chat until you click Hand back to AI.
Take over a chat
The bar turns blue and says you're replying and the AI is paused. The chat's tag changes from AI to Human. Only this chat is affected; the AI keeps answering your other chats.
- Go to Chats and click the conversation.
- Find the bar above the reply box. It says AI is replying in this chat.
- Click Take over conversation.
- Type your reply and click Send.
Give the chat back to the AI
The AI answers the next message the customer sends. The reply box locks again while the AI is in charge.
- Open the chat.
- Click Hand back to AI.
Replying from your phone
If you answer a customer from the WhatsApp app on your phone, the AI steps aside for that chat automatically. You don't have to click anything in Chats.
By default the chat stays with you until you click Hand back to AI. To let the AI take the chat back by itself, turn on Hand back to AI when I go quiet in Settings and choose how many minutes to wait (1 to 1440). The AI picks the chat up again once you have stopped replying for that long.
A chat you took over on purpose with the Take over conversation button never resumes on its own. It stays with you until you click Hand back to AI.
Chats where the AI is always off
- Group chats: the AI never replies in groups.
- Chats brought in with Import chat history start with the AI off.
- If Turn on AI Agent is off in Settings, every chat shows Human and you can reply anywhere.
- Forwarding a message into a chat switches that chat to you, so the AI does not answer the follow up.
Common questions
I clicked Send and got "The AI is replying in this chat". Why?
The AI was still in charge of that chat. Click Take over conversation, then send your message again.
Does taking over one chat turn the AI off everywhere?
No. It only pauses the AI in that one chat. To stop the AI for all new conversations, switch off Turn on AI Agent in Settings.
The chat says AI but the AI is not answering. What is wrong?
The AI stays quiet when your plan's AI reply allowance for the period is used up, or when the question is not in your Train AI knowledge. See the article on why the AI is not replying.