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Your agent handles most conversations, but sometimes you want to reply yourself: an important customer, a delicate case, or a negotiation. You can take control at any time.

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Take control

1

Open the conversation

In your Inbox, open the conversation you want to step into.
2

Take the conversation

Click Take conversation. Eva asks whether you want to reply yourself or pass it to someone on your team:
  • Yes, take conversation — you reply.
  • No, escalate to team — you assign it to another person.
3

Reply

Write your message. The moment you send your first reply, your agent goes quiet and you’re in control.
While you decide, your agent keeps replying so the customer isn’t left waiting. It goes quiet the moment you send your first message.

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Hand the conversation back to Eva

When you’re done, click Return to the assistant. Your agent picks the conversation back up as before.
If you forget to hand it back, Eva takes over automatically after 24 hours so no customer is left without a reply.