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Reply to customers and take over from the AI agent

Take over a conversation from your AI agent, reply, leave internal notes, transfer it to a teammate and resolve it.

Updated 5 min read

On this page

Your AI agent replies first. This guide shows how your team steps in: take over a conversation, reply to the customer, leave a private note, hand it to a teammate and mark it resolved.

Time: about 5 minutes to read

Before you start

  • You need the Owner, Admin, Supervisor or Agent role. Viewers can read conversations but can't reply or change them.
  • Open Conversations and pick a conversation. See Use the Conversations inbox.

Take over from the AI agent

While your AI agent is handling a conversation, the reply box is replaced by a message that says your agent's name followed by "is handling this conversation". Under it you'll read: "Replies are paused while the AI agent is active — take over above to reply yourself."

  1. Open the conversation. At the top, click Takeover.
  2. In Take over this conversation?, click Take over. The AI agent stops replying and the conversation is assigned to you.
  3. You'll see "You've taken over the conversation". The reply box appears, and the status changes to Human active.

If a small window hides the buttons, open More actions at the top of the conversation instead.

Your agent also hands conversations to people by itself. See Choose where handoffs go. A card in the conversation says "Conversation handed from … to …" when this happens.

Reply to the customer

  1. Make sure Reply is selected next to the attach button. It is the default.
  2. Type in the box that says Reply to and the customer's first name.
  3. Press Enter to send, or click the send button. Press Shift + Enter for a new line.

If sending fails you'll see "Couldn't send reply. Please try again." and your text stays in the box.

Attach a file

Click the + button (Attach a file to this reply), or drag a file onto the reply box. Which files are allowed depends on the channel the customer is using. If a channel doesn't accept a file type, the button tells you.

Insert a saved reply

Type # and the first letters of a shortcut, or press ⌘ + Shift + / (on Windows, Ctrl + Shift + /). Pick a reply from the Canned responses list. See Canned responses.

Get help writing a reply

  • Draft a reply with AI: the sparkle button in the reply box drafts a reply for you. It only fills the box. It doesn't send anything.
  • AI rewrite: once you've typed something, an AI rewrite button appears in the corner of the box. Choose More formal, More friendly, Shorter or Fix grammar. You'll see "Rewrite applied". It isn't shown for email.
  • Ask Co-pilot: select some of the customer's text in the conversation, then click Ask Co-pilot. Co-pilot answers in the context panel. Click Add to reply to put its answer in your reply box, or ask it more with Ask Co-pilot anything….

If the draft or rewrite fails you'll see "Couldn't draft a reply" or "Couldn't rewrite. Please try again."

Replying by email

Email conversations use a larger editor with the placeholder Write your email…. Click Send email to send. If it fails you'll see "Couldn't send email. Please try again."

Leave an internal note

Notes are for your team. The customer never sees them.

  1. In the reply box area, switch from Reply to Note.
  2. Type your note. Type @ and pick a teammate to mention them.
  3. Click Save note. You'll see "Note saved". If you mentioned someone you'll see "Notified" and their first name.

To change a note later, use the Edit note or Delete note buttons on the note. You'll see "Note updated" or "Note deleted". Mentioned teammates can find the note under My mentions. See Mentions.

Transfer to a teammate

You can transfer a conversation once it is open and your AI agent isn't handling it.

  1. At the top of the conversation, click Transfer.
  2. In Transfer conversation, search for a teammate with Search teammates… and click their name.
  3. Check the details in Confirm transfer, then click Confirm transfer.

You'll see "Conversation transferred". Use Back to pick someone else. If it fails you'll see "Couldn't transfer conversation. Please try again." If the list is empty you'll see "No teammates found."

Resolve a conversation

  1. Click Resolve at the top of the conversation.
  2. In Resolve conversation?, click Resolve. This closes the thread and removes it from the active queue.

You'll see "Conversation resolved" and Mevrik opens the next conversation in your list. If it fails you'll see "Couldn't resolve conversation. Please try again."

If a customer rating is switched on, resolving a conversation can trigger the rating request. See Collect CSAT ratings.

Side conversations

Use the Side conversations tab in the context panel to chat privately with teammates about a conversation. Type @ in a side-conversation message to add a teammate to it.

Troubleshooting

The reply box is replaced by a message about the AI agent The AI agent is handling the conversation. Click Takeover first.

"Couldn't take over conversation. Please try again." The takeover didn't go through. Try again. If it keeps failing, reload the page.

I don't see Takeover, Transfer or Resolve Takeover shows only while the AI agent is handling the conversation. Transfer shows on open conversations the AI agent isn't handling. Resolve is hidden once the conversation is resolved. If a button is greyed out, your role can't use it.

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