How do I hand a conversation from AI to my team?

Send a reply the customer can see. Simple Chat treats that as a staff takeover and the AI steps back.

The AI stays back while your team works on the conversation. When the customer writes again, in the chat or by email, after an hour with no reply from your team, the AI answers again, or it tells the customer when your team will reply.

Taking over a conversation

1. Open the conversation in the dashboard.
2. Read the earlier messages and tool activity, including any promises already made.
3. Write your customer-facing reply.
4. Send it.

The customer stays in the same chat or email thread. Internal notes don't trigger takeover; they're for coordinating with your team.

Pausing AI before you reply

You can turn AI off for a conversation before sending a public message. This is useful when you need time to investigate a complaint, review an exception, or prepare a reply.

While AI is off, a red exclamation point beside the conversation name in the inbox shows that the customer sent the latest message and is waiting for your reply. It goes away when you send a reply the customer can see, close the conversation, or turn AI back on.

AI that you turn off this way stays off, also after an hour, until you turn it back on. Turn AI back on when you're ready for automated help to resume. If the assistant needs to follow a conversation-specific instruction later, save an AI-visible note. Ordinary internal notes aren't included in later customer-facing AI replies.

Leave a staff note explaining any decision the next person needs to understand. Review suggestions to close or monitor against the actual issue, and close the conversation when the work is finished.