Taking over from the AI Agent, and handing back

When you reply in a conversation the AI Agent was handling, the assistant stops answering there. It stays quiet as long as someone from your team keeps replying, and resumes after the number of idle minutes set in AI Agent → Behavior → Handoff.

• Hand back to the AI Agent (More menu) — returns the conversation to the assistant straight away.
• Assign — give it to a teammate or a department.
• Snooze — hide it until later.
• Archive — closes it and moves it to Archived; you can add a closing note if Settings → Closing notes asks for one. It comes back to the open lists if the customer writes again.
• Mark as spam — removes it from every count.

On WhatsApp, a reply sent from the WhatsApp Business app on your phone counts as a takeover too, once that number is connected with Coexistence.

Family, friends and people you handle yourself

If the number is also your own WhatsApp, turn the AI Agent off for a person. Their messages still arrive in the inbox; nothing automated answers them — no reply, no Flow, no "a colleague will reply" note.

• From a conversation: the AI on / AI off button in the header, beside Archive (one click switches it), or the AI Agent switch in the Details panel on the right.
• From their contact: Customers → Contacts → the person → AI Agent → Stop the AI Agent answering.
• Automatically: when you reply to someone yourself from the WhatsApp Business app, the AI Agent leaves that person to you for good. Change this in AI Agent → Behavior → Handoff → "When you reply yourself from the WhatsApp Business app" — pick "Pause for the minutes above" for the timed step-back instead.
• To undo it, choose Let the AI Agent answer this person again, in the same places.