Move a conversation from AI to a teammate

Prerequisites

Open the correct channel conversation with the permissions needed for handover and writing. Global AI configuration is different from the handler of a particular conversation.

Take over

1. In WhatsApp, inspect the current handler. If AI is handling the active interaction, choose Take Over and wait for completion.
2. In Instagram or Messenger, use the handover action and provide the requested reason. Wait for the thread to reflect human handling.
3. Read the history and customer context before replying. Check the provider-window notice as well as write permission.
4. Send the manual reply and verify delivery. Complete the work and use Resolve where offered and permitted.
5. For Email, review/edit the draft and check email auto-send settings. Do not assume WhatsApp's Take Over button exists in every channel.

Expected result

The thread reflects the correct handler and the manual response reaches the customer. Do not infer that resolving automatically re-enables AI for all future interactions; verify the next interaction's state in that channel.

Troubleshooting

A disabled composer may indicate AI handling, a pending takeover, missing permissions, read-only state, or a closed messaging window. Handover does not override provider restrictions. See daily inbox operations.