Open Inbox. Every conversation is there, newest first, with what the assistant said.
Stepping in
Press Take over, or simply write a reply — sending one takes the conversation from the assistant. It stops answering that customer and waits.
The assistant also hands over by itself: when it does not know, when someone asks for a person, when a question is outside what you told it to handle. You get an alert on WhatsApp so you do not have to watch the screen.
Handing it back
Press Return to bot. The assistant picks up with everything that was said while you were there.
The 24-hour window
WhatsApp’s rule, not ours. You can write freely for 24 hours after the customer’s last message. The inbox shows the time left at the bottom of each conversation — “Free replies open for 23h 35m”.
When it runs out you can still reach them, but only with an approved template, and Meta charges for it. This is why answering the same day matters: it is the difference between free and paid, and between a reply that sounds like a person and one that sounds like a form.
Who can do this
Anyone with access. If a colleague has already taken a conversation, the inbox shows it — two people replying to the same customer reads badly. See your team.