Taking control of a conversation
Every conversation in the inbox has an "Assistant on" switch. Turn it off β and the assistant goes silent in that conversation only, while you write in its place; the customer sees messages from the same number, with no difference at all. Turn it back on β and it continues from where you stopped.
When the assistant stops by itself
- The customer wrote agent / human / manager (or the Hebrew equivalents, as a single word) β it says it is handing over, and you get an email.
- The customer asked for a call or a person inside a message, or the matter is critical: anger or a complaint, an existing customer's issue, a payment problem, personal distress. The assistant does not hand over just because it did not know an answer β in that case it answers from what it has and offers a call.
- An unusually long conversation (40 assistant replies) β it is passed to you.
- The business's daily AI budget is used up β the customer gets "a representative will get back to you" and you get an email.
Conversations waiting for you are marked unread, appear under the "Waiting" filter and in the counter next to "Inbox". Every message you send goes through the same rules as the assistant: opt-out, blocking and the 24-hour window.