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.
- Open the conversation.
- Tap Take control, at the top right, next to Resolve.
- 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.