While the AI is handling it (or it's QUEUED), the message box shows disabled and the screen itself tells you: *"The AI is handling this conversation. Take control to write."* **Requirements:** Admin or Editor role. 1. Open the conversation. 2. Tap **Take control**, at the top right, next to **Resolve**. 3. The conversation switches to **HUMAN** mode and the composer becomes enabled: you can now write and send. **Result:** the AI stops replying in that conversation from that moment on — it won't step in again until you resolve it or hand it back yourself (section 5). > **Warning — Who can operate the inbox** > > Taking control, writing and resolving conversations is available to the Admin and Editor roles. Viewer > accounts can see conversations, but can't act on them. > **Note — The customer finds out a person is now helping them** > > As soon as you take control, the platform sends the customer an automatic notice ("{your name} from our > team is now helping you") over their source channel — they're never left not knowing they're now talking > to someone else.