Take over a chat and give it back to the bot

1 min read

Summary

Pause the assistant for one chat while you handle it, then hand it back when you are done.

1
Open the chat and select Take over, or simply send a message.
2
The bot stays quiet in this chat while you reply. Other chats are not affected.

1
Select Give back to bot (or Back to bot while the chat is waiting for a person).
2
Confirm. If the customer's last message is unanswered, the bot answers their next one.

To hand back many chats at once, select them and use Back to bot in the selection bar.

1
Open Business info → Personality & handoff → Handover to you.
2
Under If nobody picks the chat up, choose Give it back to the bot after a number of hours, or Keep it with the team.

Get alerted when a customer needs you

When the bot hands a chat to your team, get a WhatsApp alert on your own phone, a pop-up and a sound.

Find your way around the inbox

Filter chats, see who is answering each one, and find a customer by name or number.

Turn auto-replies on or off

Pause the assistant for the whole business, for example during a team meeting, and switch it back on.

Still need help?

Search the FAQs or contact our team by email or phone.