Inbox & AI repliesStep-by-step guide
Take over a conversation or resume AI
Move a sensitive or high-intent conversation to a person without a banner covering the chat.
Reply permission for the workspace conversation; not available for encrypted X conversations.
Here’s how to do it
Open Inbox and use Needs attention when a conversation is waiting for a person.
Open the conversation, then select AI on, AI off or AI paused in its header.
Read the handoff reason. Select Take over to acknowledge human handling and pause automatic replies.
Continue the conversation manually, checking the customer’s request and channel reply window.
When it is appropriate to return control, open the same menu and choose Resume AI. Close the controls to return to the chat.
What happens next
The conversation’s AI-control state records whether a person or AI should continue.
Good to know
AI can hand off for human requests, buying/payment intent, complaints, uncertainty or sensitive topics. Handoff alerts appear in Showwork and email the owner and responsible inbox teammates, with social-media-manager fallback when no responsible teammate is found. Email delivery is not an instant-response guarantee.