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Answer and take over conversations

Work the inbox, step into a live conversation and hand it back.

The Inbox shows every conversation from every channel.

Filters

Unread, Needs a person, Mine, Snoozed and Resolved narrow the list. Conversations the assistant handed over appear under Needs a person.

Take over

  1. Open the conversation.
  2. Press Join conversation. The assistant stops replying while you write.
  3. When you are done, press Return to AI to let the assistant continue, or Resolve to close the conversation.

The customer stays in the same conversation the whole time.

Saved replies

Use Saved replies to insert answers your team writes often.

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Updated September 26, 2026. Still stuck? Contact support.