Sometimes a customer needs a person. Taking over pauses the assistant for that contact so you can reply yourself.
Taking over
- Open the conversation in Conversations.
- Choose Take over.
The conversation shows You're handling this conversation. The assistant stops replying to that contact's texts and WhatsApp messages on all your numbers, including if they start a new conversation.
Replying
Under Reply, choose the From number, the Channel (SMS or WhatsApp) and write your message. Replies you send are labelled Your team, so everyone can tell them apart from the assistant's.
While you're handling a conversation, new texts and WhatsApp messages from the contact notify your team, by email by default. Choose what you get in Notifications.
Handing back
Choose Hand back to assistant when you're done. The assistant replies to that contact's next message.
Good to know
- Takeover covers texts and WhatsApp only. Calls from the contact are still answered by the assistant.
- Members, admins and owners can take over and reply. Viewers can read conversations.
- WhatsApp's 24-hour window applies to your replies too.
- Add the contact's Name and Notes under Contact so the next person has context.
- Use Report a problem on the conversation if the assistant got something wrong.