How to view conversations and take over from the AI agent
Live Chat shows every WhatsApp conversation your agents are having; select Take Over on any chat to pause the AI and reply yourself.
Steps
- Go to Live Chat and use the search bar or the All/Open/Paused/Closed tabs to find a conversation.
- Open a chat to read the full conversation history.
- Select Take Over to pause the AI and type your own replies; select Resume AI when you're done, or Close to end the conversation.
- Attach photos, videos, or documents directly from the chat panel.
- Use Send Template to pick an approved message template and fill in its variables when you need to message outside the 24-hour window.
- Turn on browser notifications to be alerted about new messages while you have the page open.
Common problems
- Can't send a free-form message to a customerMeta only allows free-form replies within 24 hours of the customer's last message; outside that window, use Send Template with an approved template.
- Older messages are missing right after connectinga banner shows while Meta imports your chat history; wait for it to finish.
- Sent a message but the AI replied right aftermake sure you selected Take Over first; without it, the AI keeps responding automatically.
- Conversation stuck as "Paused"select Resume AI to hand it back to the agent, or Close if the conversation is finished.