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.
- 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.
- 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).
- Read the history before replying, so you don’t ask the customer questions the AI already asked.
- Reply from the composer, now enabled.
- 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).