help center — Messaging & AI
Jumping into a conversation yourself
Take over any thread from Messages — the assistant steps back while you type.
The assistant handles the routine so you don't have to — but it's your business and your customers, and you can step into any conversation whenever you want.
How to take over
- Open Messages in the app and pick the conversation.
- Type your reply in the composer and send. It goes out from your business number like any other message.
- The assistant steps back while you are active in the thread — it will not talk over you.
When you should
- A customer explicitly asks to talk to you.
- A negotiation or judgment call the assistant flagged to you.
- Anything where the personal touch wins the job.
Everything stays in one thread — your messages, the assistant's, and the customer's — so the history the assistant remembers stays complete.