How do I take over a conversation from the AI?

Two equivalent ways:

Option 1 — just reply. Type a message in the inbox and hit send. The conversation auto-flips from AI to Human as soon as you send. The bot pauses immediately.

Option 2 — click the toggle. In the top-right of any conversation, click the AI / You switch to flip to Human (or back to AI). The toggle shows a countdown ("Auto-resumes in 1h 47m") while you're in Human mode so you always know how long the bot will stay paused.

What happens while you're in Human mode:

• New guest messages keep arriving in your inbox with a red "needs attention" dot.
• The bot generates NO automatic reply — you decide what to send.
• You can also choose Hold (sends one ack, then silent) or Muted (total silence) from the actions menu.

Auto-resume safety net: After 2 hours of inactivity (no replies from you), the conversation auto-reverts to AI and the bot answers any pending messages. This prevents a forgotten conversation from going unanswered for days. Every reply you send resets the 2-hour timer.

If you need a longer pause, use Hold mode (sends an acknowledgement to the guest and stays silent indefinitely until you switch back).