> ## Documentation Index
> Fetch the complete documentation index at: https://docs.goeva.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Take Over a Conversation

> Take control of a conversation when your team needs to step in.

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.

## Take control

<Steps>
  <Step title="Open the conversation">
    In your **Inbox**, open the conversation you want to step into.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Reply">
    Write your message. The moment you send your first reply, your agent goes quiet and you're in control.
  </Step>
</Steps>

<Note>
  While you decide, your agent keeps replying so the customer isn't left waiting. It goes quiet the moment you send your first message.
</Note>

## Hand the conversation back to Eva

When you're done, click **Return to the assistant**. Your agent picks the conversation back up as before.

<Tip>
  If you forget to hand it back, Eva takes over automatically after 24 hours so no customer is left without a reply.
</Tip>