Live chats

Step in and hand back to the assistant

Pause the assistant on a chat to reply yourself, then hand the chat back.

Sometimes a person needs a real pastor. In Live chats you can pause your assistant on one chat, reply yourself, and hand the chat back when you are done.

Take over a chat

Open the conversation in Live chats.
Select Take over. On a phone, it may be in the actions menu at the top.
You see "AI paused for this chat". The chat shows AI paused by and your name.
Type in the box that says Type a message and send your reply.

While the chat is paused, the assistant stays quiet, however long that takes.

Hand back to the assistant

Select Hand back to AI. You see "AI resumed", and your assistant answers again.

If you reply without taking over

Any reply you send yourself also makes the assistant stay quiet on that chat for 6 hours. After that it can answer again. Use Take over if you want it quiet for longer.

Mark a chat as resolved

If a chat was flagged Needs human or Urgent, you will see Mark as resolved once you have dealt with it. It says "Marked as resolved" and the flag goes away.

Important: You can reply by hand only within 24 hours of the person's last message. See The 24-hour reply window.

Find paused chats

Use the AI paused filter. See Read and find conversations.