Step by step
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Step 1: Open your live conversations
In your CRM, open the screen with your conversations. Each one shows the channel it came from and its full history.
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Step 2: Choose the conversation
Open the conversation with the customer you want to reply to.
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Step 3: Step in
Use the option to take over the conversation. From that moment, the AI stops replying to that person.
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Step 4: Write your reply
Your message goes out through the same channel the customer used.
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Step 5: Hand it back to the AI
When you are done, hand the conversation back and the AI continues replying.
Good to know
- If you don’t have the AI service for a channel, you reply to every message yourself from the same screen.
- Photos the customer sends have View and Download buttons, so you can open them at full size.
- If our system detects that the AI is talking with another automatic bot, it pauses that conversation by itself; you see it as taken over.