Human takeover

Sometimes a conversation needs the personal touch. Human takeover lets you or a teammate step into any live conversation and reply directly — the assistant pauses until you hand it back.

How the inbox works

Every conversation across your channels — website widget and connected WhatsApp — lands in your dashboard's conversations list, newest first. Open any conversation to read the full message history.

Take over / hand back

Click Take over conversation to switch it into human mode: the assistant stops generating replies, and you type messages directly to the customer from the same panel. When you're done, click Hand back to assistant to return control — the assistant will answer new messages again from that point on.

Live updates on the widget

While you're typing replies from the dashboard, the customer's widget checks for new messages automatically every 4 seconds, so your reply shows up without them needing to refresh the page.

WhatsApp delivery

If the conversation came in over a connected WhatsApp number, your human replies are delivered the same way — through the official Meta Cloud API — so the customer sees them as a normal WhatsApp message, no different from talking to the assistant.