Take over conversations

The bot is good at the predictable part of a conversation: collecting answers, offering slots, confirming bookings. Some conversations still need you — a request the flow does not cover, a price negotiation, a frustrated customer, or a booking that needs back-and-forth before you approve it.

• The customer asked something the flow has no path for and the conversation stalled.
• A pending submission needs clarification before you can approve or decline it.
• The customer asked to talk to a person. The bot pauses on its own for that (see below), but honoring it quickly is still worth more than any flow tweak.

A customer does not have to wait for you to notice. When they write something like “can I talk to a human”, in the bot's language or in English, the bot pauses, tells them someone will reply, and you get a notification. The same happens after three answers in a row the flow could not accept, so a customer stuck on a question is not left arguing with a bot. Outside your business hours the message also says when you are back.

Two timers in the builder's Configure tab, under Customer messages, decide what happens while the customer waits. Still waiting after is how many minutes pass before the bot tells them you are still coming, 10 by default. Hand back after is how many minutes with nobody writing before the conversation goes back to the bot on its own, 120 by default. Set either to 0 to turn it off.

• Internal notes. Switch the composer from Reply to Note to write something only your team sees. Notes stay in the transcript, marked as internal, and never reach the customer. You can leave one while the bot still owns the chat.
• Saved replies. Open Saved replies under the composer to insert one, save what you have just written under a name, or delete one you no longer use. They are kept per bot.
• Draft with AI. Fills the composer with a reply drafted from the transcript and your notes. Read it and edit it before you send. Nothing goes out until you press send.

When the human part is done, click Hand back and choose what the bot should do next. The customer receives your configured bot-resumes message, and the submission returns to the status it had before you took over, so the rest of your pipeline is unaffected.

• Resume where the bot left off. The flow carries on from the step the customer was at. This is the default whenever the bot was part-way through.
• Start the flow over. The bot begins again from the first step, for a customer whose earlier answers no longer apply.
• Close this conversation. Nothing more to do: the conversation ends without the bot picking it back up.

Both transition messages live in the builder's Configure tab: Human takes over is sent when you step in, and Bot resumes when you hand back. Leave either blank to send nothing, and use {{node-id}} to drop a customer's earlier answer into the text. The two waiting timers sit beside them.