The assistant only helps up to a point. Being part of an agency's team means knowing how to recognize the moment to step in personally and how to do it from the **inbox** (Conversations). This screen's full detail is in **Manual 16 · Conversations**; here's the essential procedure everyone who operates the Platform should know. 1. **Recognize when you should step in**: the customer explicitly asks to talk to a person, the conversation shows up **QUEUED** after an automatic handoff, or you simply decide the case calls for it even though the AI keeps replying normally. 2. **Take control**: open the conversation and tap **"Take control"** (Admin or Editor role). The conversation switches to **HUMAN** mode and your customer gets the notice that a person is helping them (section 3). 3. **Read the history before replying**, so you don't ask the customer questions the AI already asked. 4. **Reply** from the composer, now enabled. 5. **Decide how to close the case**: **"Hand back to AI"** if you'd rather the assistant resume the conversation without closing it, or **"Resolve"** once it no longer needs follow-up. > **Note — The AI never leaves the customer with no explanation** > > When it hands off a conversation, the customer always gets the notice that a person is going to help them > (section 3) — they're never left waiting in silence. And even if nobody on your team is online at that > moment, the handoff notice still arrives via the bell, by email and, if you have it enabled, by WhatsApp > (Manual 16, section 10).