Help / Run your agent

Review conversations and take over a chat

Conversations shows every conversation your agent has had, with the full transcript and where each customer got to. When you want to answer someone yourself, switch that conversation to manual and the agent stops replying to it.

About 5 minutesLast checked Oct 19, 2026Open in your dashboard

What you need

An agent that has had at least one conversation, or a test.

Review conversations

1
Open Conversations
In the sidebar, choose Conversations. Filter by date, stage, user type, obstacle or channel, and choose Real Only to leave out tests.
2
Open one
Select a conversation to read the transcript and see which step the customer reached. Choose Test Only in the Real Only filter to see your own test conversations, marked TEST.
3
Look for patterns
Questions the agent couldn't answer, or places where customers stop, are the best guide to what to change next.

Take over a WhatsApp conversation

1
Switch to manual
In an open WhatsApp conversation, use the Conversation mode switch to move from AI to Manual. The conversation is marked MANUAL in the list. Taking over is available for WhatsApp conversations; website chat conversations don't show the switch.
2
Reply
Type your reply in the conversation. Replying from the dashboard is available for WhatsApp conversations within 24 hours of the customer's last message.
3
Hand back
Switch back to AI when you want the agent to continue.

While a conversation is manual, the agent does not reply to it. Remember to switch it back.

Get emailed about manual conversations

On Notifications you can opt in to emails about new messages in conversations you have taken over.

Check it worked

After switching to manual, a new customer message gets no agent reply and waits for you.

If it doesn't work

There is no Conversation mode switch or reply box.: Dashboard replies work for WhatsApp conversations only, and only within 24 hours of the customer's last message.