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

# Taking over a chat

> When a customer needs a person, the chat comes to you. You can also step in any time.

## When a customer needs you

Some chats need a person. A customer may ask for one, or want something only you can do, such as a booking, an order, a quote or a call back.

When that happens, your assistant:

1. Asks the customer for the details you need.
2. Passes the chat to your team with a short summary.
3. Tells you about it.

The summary shows in the conversation, and you reply right there.

On your website chat and chat page, the assistant also asks how to reach the customer, in case they leave.

![A conversation the assistant passed to the team](https://mintcdn.com/vano-studios-46fa5f1a/lH7Vk5W4uqCCUBiN/images/handover.png?fit=max\&auto=format\&n=lH7Vk5W4uqCCUBiN\&q=85\&s=74ad07cb0685a55c1bacd9ef9d961b7e)

## Step in any time

You can answer any chat yourself. Press **Take over**, or start typing a reply, and the assistant steps back.

The first time you step in, the assistant writes the start of your message for you. This way the customer doesn't have to explain again. Change it or finish it, then send it.

When you're done, hand the chat back. If you don't, the assistant picks it up again by itself after a while. You choose how long it waits: 30 minutes, 2 hours (the default), 8 hours, 1 day, or never. See [Handing conversations back](#handing-conversations-back).

## Handing conversations back

While someone on your team handles a conversation, the assistant stays quiet. This way you don't both answer at once.

When you're done, press **Hand back to AI**. The assistant answers the customer's next message.

If you forget, the assistant can take the conversation back by itself:

* Set how long it waits under [**Configure → When someone takes over → Give it back after**](https://baza.chat/dashboard/assistant).
* If the person who took over says nothing for that long, and the customer writes again, the assistant answers.
* The customer sees "Our assistant is back".
* The inbox shows how long your team was quiet.

Want conversations to stay with the person until they press **Hand back to AI**? Choose **Never, the team hands it back**. Anyone on the team can still take a conversation over again at any time.

## Turn the AI off for someone

You can stop the assistant from answering one conversation, or one customer everywhere.

* **For one conversation:** open the conversation's **⋮** menu and turn off AI replies.
* **For one customer everywhere:** use the same **⋮** menu, or the customer's **⋯** menu on the [**Customers**](https://baza.chat/dashboard/customers) page.

Their messages still reach your inbox, and you're told about them. The assistant stays quiet until you turn it back on.

## Your team

On Pro, up to 3 people share the inbox. Only one person answers a conversation at a time, so customers never get two replies.

## On your phone

The whole inbox works on your phone.


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