Conversations, team takeover and handoff

• Every conversation from your website widget, WhatsApp, Instagram and Telegram lands in one shared inbox: Conversations.
• The AI support agent answers first, from your Knowledge and, for signed-in widget customers, from the account data your backend authorizes.
• It replies in the customer's language.
• Your team can read along, take over, assign and reply at any time. Every plan includes unlimited teammates.

Any teammate can take a conversation from the AI and hand it back.

1. 1Open the conversation in Conversations.
2. 2Click Take over in the conversation header. You see "You took over. The AI is paused for this conversation."
3. 3Reply directly. The AI stays silent while a person holds the conversation, and the inbox shows it as Human handling.
4. 4In the widget, the customer sees "{name} joined the conversation" when your first reply arrives.
5. 5When you are done, click Resume AI. The AI answers again, and the widget shows "Assistant resumed" when it does.

• Assign a conversation from its header: Take it yourself, assign it to a teammate, or Unassign it.
• Filter the inbox by All, Mine or Unassigned.
• Assignment changes appear live for the whole team, and the new assignee is notified.
• Assignment is conflict-safe: if someone changed it a moment before you, you see the latest state instead of overwriting it.

• When the evidence or authority to answer is missing, or the customer asks for a person, the agent stops instead of guessing.
• It does not send a scripted "a human will reply" message.
• The conversation is marked Needs reply and Waiting on team, and your team is notified.
• A teammate takes over with the full conversation, including the customer's files and voice notes.

• Within 24 hours after customer last message: you can reply normally from dashboard.
• Outside 24 hours: WhatsApp may restrict dashboard sending and template flow may be required.
• If needed, you can reply from WhatsApp Business app.
• Read full channel details: /docs/whatsapp-business

• Voice notes are transcribed and can be played back in the thread.
• Images, screenshots and documents customers send appear in the thread, and the agent reads them as context.
• Details: Voice, files and screenshots.

• Workspaces that already use Auto Sales, catalog or booking features keep them.
• They are an optional module and not part of the default AI customer support setup. See Auto Sales.

• Connect your Knowledge sources.
• Install the website widget.
• Recognize signed-in customers.
• Invite your team. Every plan includes unlimited teammates.