How do I take over a conversation from my AI Chat agent?
Your AI Chat agent handles most conversations on its own — but sometimes you'll want to step in personally. Maybe the visitor has a specific question that needs a human touch, or you simply want to follow up directly. Taking over is easy and can be done at any time from your Conversations inbox.
Where to find this
Conversations → Find the conversation → Reply directly
Steps
From the left-hand menu, click Conversations.
Find the conversation you want to take over. You can search by the contact's name or phone number, or browse your recent conversations.
Click on the conversation to open it.
Type your reply in the message box at the bottom of the screen.
Make sure the message channel is set to SMS or Email depending on how you want to reach them.
Hit Send. Your message goes directly to the contact — the conversation continues seamlessly from their perspective.
Pro tip
When you take over a conversation, read through the AI Chat summary first so you know exactly what was already discussed. This way you can pick up right where the AI left off without asking the contact to repeat themselves — which goes a long way in making a great first impression.
Common questions
Will the contact know they're now talking to a human? Not automatically — the transition is seamless. If you'd like to introduce yourself, simply start your message with something like "Hi, this is [your name] from [agency name] — I wanted to personally follow up on your inquiry."
Can I turn off the AI for a specific conversation? Yes. Once you send a manual reply, you're in control of that conversation. If you need to fully disable the AI for a contact, reach out to your CareFunnels account manager for guidance on managing AI settings per conversation.
What if the AI already booked an appointment? Great — that appointment will already be in your CareFunnels calendar. You can view it under Calendars or in the contact's record. You may still want to send a personal confirmation message to make the contact feel welcome.
Can I reply to a conversation from my phone? Yes — download the CareFunnels mobile app and you can reply to conversations from anywhere. See the article "How do I download and log in to the CareFunnels mobile app?" for instructions.