# Takeover

Let a human agent take over a conversation from the AI chatbot.

## Move from AI to human support

Takeover lets a teammate handle a conversation that needs human judgment. Review the current handling state before sending a reply, and use the conversation’s takeover or AI-reply control to change who is responding.

## Take over a conversation

1. Open Inbox and select the conversation.
2. Review its recent messages, customer context, and assigned teammate.
3. Open More conversation actions, choose Pause AI, and confirm the menu changes to Resume AI.
4. Reply to the customer with a clear next step.
5. Leave an internal Note when another teammate needs context.
6. Choose Resume AI from More conversation actions when the request can return to automated support.

## Check both sides

Keep the customer widget open while testing takeover. Confirm the customer receives the human reply and that the AI does not respond at the same time. A successful click in the dashboard is not enough to verify the customer experience.

## Related guides

- [Live Chat](/docs/user-guides/actions/live-chat)
- [Escalate to Human](/docs/user-guides/actions/escalate-to-human)