How to step into a conversation manually

You can take over a conversation when the AI agent stops or when a human decision is needed. If the chat is active, write freely; if it has expired, you have to start with a template.

Where to find it: Inbox → open the candidate's chat → box at the bottom

When the agent stops

The agent stops replying when:

• it runs into a situation it can't handle;
• one of the human intervention rules is triggered (for example the candidate asks to talk to a person);
• a human decision is needed.

In these cases the chat status becomes Human intervention required.

Steps

1. Open the Inbox and filter Chat status → Human intervention required. Or open Intervention requests from the sidebar.
2. Open the chat and read the history before replying.
3. At the bottom, turn off the This conversation is managed by your AI agent. toggle. The box changes to This conversation is managed by you.
4. If the chat is active, write your message and send it.
5. If the chat has expired, click Choose template and pick an approved template. You can also use Intervene with a template from the ⋮ menu.
6. When you're done, turn the toggle back on if you want the agent to pick up the conversation again. If it's the agent's turn to write, it restarts right away; if it's waiting for the candidate's reply, it restarts when the candidate replies.

Good to know

• After 24 hours of inactivity the chat is considered expired. To reopen it, the first message must be one of the available templates.
• With an expired chat, you can write freely only after the candidate has replied to the template.
• While the toggle is off, the agent doesn't write to the candidate.
• From Quick actions you can also stop the evaluation, invite the candidate to an interview right away, or close the conversation.
• When a candidate asks to talk to a person, the campaign owner and all their collaborators get a browser notification.
• The candidate can pause and resume WhatsApp messages with the "Stop communications" button. If they've done that, don't keep sending messages.
• To handle requests from the dedicated list (Pending, In progress, Handled), read How to handle a human intervention request.