Browse guides

Conversations & support

Take over a live chat and hand it back

Watch conversations as they happen, step in yourself, then let the AI carry on.

4 min read · Updated 2026-09-26

Find the conversation

  1. Open Leads → Live Activity. Active sessions refresh every few seconds.
  2. Filter by All, Mine, AI, Human or Ended, or search by shopper name.
  3. Click a session to see the transcript, the shopper's details, session timing and their current cart.

Take over

  1. Click Take over conversation. The shopper sees your name and avatar in the chat header and the AI stops replying.
  2. Type your reply. It goes straight into the shopper's chat window.
  3. Use Share products to pick items from your catalog, or Send cart link to give them a one-tap checkout.
  4. Click Hand over to AI when you're done. The AI picks up with the full context.

Good to know

  • Thumbs up or down on individual messages and the CSAT score appear inline, so you can see how the conversation is going before you step in.
  • Click Correct this answer under any AI message to fix it for next time without leaving the page.

Notifications

The bell in the sidebar streams new human requests, new messages during a takeover, orders and system notices. Mark one or all as read from the panel.