When the AI receptionist is answering a customer, you can step in at any time. This article covers the Take over button in the Inbox, what happens when you simply reply, and how the AI comes back on.
Take over from the Inbox
- Open the conversation in the Inbox.
- In the AI bar above the message box, click Take over.
- Pick one:
- Take over for 15 minutes: the AI turns back on by itself after 15 minutes.
- Take over and leave AI off: the AI stays off for this customer until someone turns it back on.
The bar turns amber and says AI paused, with who took over and when. With the 15-minute choice it also says when the AI comes back, for example "The AI turns back on by itself in 12 minutes (around 3:42 PM)."
Just replying pauses the AI for 15 minutes
You don't have to click anything first. When someone on your team sends the customer a message from SalesThumb, the AI pauses for that customer for 15 minutes. Each new reply from your team starts the 15 minutes over, so the AI stays out of the way while you're talking.
This works the same for texts, email, Messenger, Instagram, WhatsApp and website chat replies.
The pause only starts once your message is accepted for sending. A message that's refused, like a text to someone who opted out, leaves the AI as it was.
When the 15 minutes are up
Once the time has passed, the AI is back on for that customer and answers their next message. It doesn't go back and answer messages that came in while your team had the conversation.
If you want the AI to pick up a customer who was left waiting, turn on If nobody replies in Settings → AI receptionist. See Setting up the AI receptionist for chat and calls.
Changing your mind
While the AI is paused, the bar shows:
- Turn AI back on: hands the conversation back right away. The AI answers the customer's next message.
- Leave AI off: shows only while a 15-minute timer is running. It cancels the timer, so the AI stays off until someone clicks Turn AI back on.
If you picked Take over and leave AI off, replying to the customer doesn't start a timer. The AI stays off.
When the AI handed the conversation to you
If the customer asked for a person, or used one of your hand-off words, the AI hands the conversation to your team and the bar says Handed to your team. No timer brings the AI back in that case. Click Turn AI back on when you're ready.
Combined Inbox and the mobile app
In the Combined Inbox and the mobile app, Take over is a single button with no menu. It keeps the AI off for that customer until someone clicks Turn AI back on. Replying from either one still pauses the AI for 15 minutes, the same as in the Inbox.
Related
- Setting up the AI receptionist for chat and calls
- Texting a customer: new messages and replies in the Inbox
Frequently asked questions
Q: Do I have to click Take over before I reply?
A: No. Sending the customer a message from SalesThumb pauses the AI for that customer for 15 minutes, and each reply from your team starts the 15 minutes over.
Q: Will the AI answer the messages that came in while I had the conversation?
A: No. When the AI comes back on, it answers the customer's next message. To have it answer a customer who was left waiting, turn on If nobody replies in Settings → AI receptionist.
Q: How do I keep the AI off for one customer?
A: Click Take over and pick Take over and leave AI off. If a 15-minute timer is already running, click Leave AI off. The AI stays off until someone clicks Turn AI back on.
Q: Can I pick a different length than 15 minutes?
A: No. The Take over menu offers 15 minutes, and a reply from your team always pauses the AI for 15 minutes. Use Take over and leave AI off when you want it off for longer.