You can answer any customer yourself at any time.

Take over

Open the chat and tap Take over above the message box, or simply start typing and send. While you are in charge, a banner shows that the AI is paused for this chat.

Hand back

Tap Hand back to AI in the banner. The assistant picks up from the next customer message.

Automatic hand-back

In AI Assistant › Channel settings choose when a chat returns to the AI after your last reply: never, 15 minutes, 30 minutes, 1 hour or 4 hours.

Notes for the AI

Per-chat notes (in the chat's info screen) let you tell the assistant things like "Regular customer, always offer free delivery". Turn Include notes on to share them with the AI.