Answering a Customer Live

While the AI is handling a conversation, the reply box is replaced by a bar with Take over to reply. Pressing it pauses the AI on that conversation and assigns it to you. From then on the customer's messages wait for you.

When the button is shown:

• Storefront chat (the widget on your store) — only while the customer has the chat open. The bar then says The customer is on the store right now. When they close the chat or leave, the button goes away.
• Email, Messenger and Instagram — whenever the conversation is not resolved.
• A conversation with an open ticket shows Work on this case has moved to its ticket. instead, with a button to reply on the ticket.

In the Live chats dock, sending a message takes the chat over by itself.

Hand back to AI, in the conversation's header, lets the AI answer again. The conversation stays assigned to you.

On storefront chat a takeover also ends by itself: when nobody on your team has written for 24 hours, the customer's next message is answered by the AI.

For storefront chats, the side panel of a conversation shows Currently viewing: a link to the page the customer is on, named by the page title — the product's name on a product page.

It updates live, when the customer moves to another page or sends a message. Only the latest page is kept, not the pages before it. Email and social messages have no page, so it is not shown for them.

The AI is told the same page, so it can answer about the product in front of the customer.