Take over a conversation
Your agent answers on its own. On any lead, you can step in: the AI stops writing to that person, you reply from the same WhatsApp number, and the lead sees no difference. When you are done, you hand the conversation back.
Who is speaking
Section titled “Who is speaking”Above the message box, a strip says who speaks for the business right now:
| State | Meaning | Button |
|---|---|---|
| AI active | The agent answers this lead on its own. | Take over |
| You are answering by hand | The AI is stopped on this lead. Your messages go out. | Re-enable AI |
| AI paused | The AI is inactive on this lead, and nobody has taken it over. | Re-enable AI |
The Controls panel on the right shows the same state, with Stop AI Agent and Reactivate AI. While you are in charge, it reads Manual override active.
Take over one lead
Section titled “Take over one lead”- Open Conversations and select the lead.
- Click Take over above the message box (or Stop AI Agent in the Controls panel) and confirm.
- Write your message. It leaves from the agent’s WhatsApp number.
While you are in charge, the AI does not answer this lead and does not analyse its new messages. Only this conversation is affected: the agent keeps working on every other lead.
Hand it back to the AI
Section titled “Hand it back to the AI”Click Re-enable AI above the message box, or Reactivate AI in the Controls panel, and confirm. The agent resumes on the next message from the lead.
Your messages are saved in the conversation like any other, marked as written by a human. When the AI takes the conversation back, it reads the whole thread, including what you wrote.
Take over from the lead record
Section titled “Take over from the lead record”In Leads, the lead record has the same controls on the AI axis: Take over and Hand back to the AI.
Changing a lead’s stage while the AI is active offers the same choice: Change the stage (the AI carries on) or Change and take over (the AI stops and the lead becomes yours).
Who owns the lead
Section titled “Who owns the lead”Taking over a lead nobody owns makes you its owner. Handing the conversation back keeps you as owner: being in charge of the replies and owning the lead are two different things.
In the conversation header, Take it claims a lead nobody owns without stopping the AI. The owner filter of the inbox shows your leads, the unassigned ones, or a teammate’s.
When the number is disconnected
Section titled “When the number is disconnected”If the campaign’s WhatsApp number is no longer linked, the message box locks and reads WhatsApp number disconnected: nobody can answer this lead, neither you nor the AI, until the number is back. The notice says since when.
Click Reconnect to open the connection wizard on that campaign. Requires the Reconnect / scan QR permission. See Connect WhatsApp.
Permissions
Section titled “Permissions”Taking over, answering by hand and re-enabling the AI all need the Send / reply permission. See Team & roles.
From the API
Section titled “From the API”Your CRM can pause and resume the AI on a lead, and read who is in charge. See API: leads.