Conversations & Human Takeover

Conversations in the dashboard is your inbox across every channel: search, filter by channel, and read any thread live (it refreshes automatically while open).

Each conversation shows its state:

• Bot — the agent is answering
• Human — escalated; the agent is silent and a person owns the thread

How escalation happens

1. The agent escalates itself — when the customer asks for a human/manager, is upset, or the agent cannot solve the problem. You get notified through your configured order-delivery channel with a short summary of the issue.
2. You reply natively — answer a customer from your own Instagram/WhatsApp app and the agent pauses on that conversation automatically.
3. You reply from the dashboard — typing in a conversation's reply box takes it over and pauses the bot.

While escalated, everything the customer writes is still recorded (you see it in the thread), but the agent never answers.

Replying from the dashboard

Open the conversation and type — your message is delivered through the original channel (Instagram/WhatsApp/Messenger via the connected account, Telegram via your bot). Web-widget conversations cannot receive pushed replies.

Resuming the bot

Escalations never auto-resume — a bot un-pausing itself mid-human-conversation is worse than a forgotten button. When the issue is handled, press Resolve & resume bot in the thread header (or resolve the item under Escalations). The agent takes over again from the next customer message.

Customer history

In any thread, expand Customer history to see that customer's past orders (status, totals) without leaving the conversation.