Take over a chat from the AI agent
While the agent has a chat, the strip across the top reads AI agent is handling this chat. Your reply is enough to take over. The moment it goes out, the agent stops answering that chat. A message typed on the phone the number runs on does the same.
To stop the agent without writing anything, press Stop AI on the strip. Press Undo if you didn't mean it.
Hand it back
- Open the chat and press Back to the agent.
- If you want, write what it should do under What should it do next?
- Pick Answer their last message now, Wait for their next message or Message them now.
- Press Hand back to the agent.
Stop the agent on every chat
Open Inbox, then AI Agents, press your agent's Edit, then press Unpublish. It stops answering straight away, and Publish puts it back where it was.
Note that with the daily sweep on, the agent can take a chat back by itself: on a business number, the team gets a reminder after 24 hours and the agent takes the chat back after 72. Take a chat back from the team after sets that time.
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Last checked 4 November 2026.