Once an AI Inbound Agent is running, you can see which chats it is handling and take over any of them whenever you want.

The AI Inbound Agent Active Label

Every chat where an agent is active shows a green AI Inbound Agent Active label next to the AI Reply button in the message box. If a chat doesn’t show the label, no agent is replying there.

Turning the Agent Off for a Chat

1. Open the chat in WhatsApp Web.
2. Find the AI Inbound Agent Active toggle next to the AI Reply button.
3. Turn it off.

The agent stops replying to that contact immediately, and the conversation is yours.

Turning the toggle off disables that chat for all AI Inbound Agents, not just the one that was replying. Even if the contact fits the audience of another active agent, no agent will reply until you turn the toggle back on for that chat. Use this for sensitive conversations you want to handle yourself.

When You Reply Yourself

You don’t have to turn the agent off to send a quick message. When the agent detects that you are replying in a chat, it holds for 3 minutes before it replies again. This way the customer doesn’t get one answer from you and a second one from the agent.

[!NOTE] The 3-minute hold is fixed and can’t be changed. It’s a safety measure against double replies. If you want to handle the rest of the conversation yourself, turn the agent off for that chat.