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Take over a conversation manually

Most of the time, your persona handles every conversation on her own. But there are moments where you want to be in the chat yourself: a regular fan asking something personal, a delicate situation, a high-value whale you want to handle directly, or simply a conversation you find genuinely interesting.

This recipe is the clean way to do it.

What you need

  • A live conversation in Inbox
  • Two minutes

Steps

1. Open the conversation in Inbox

Click into any thread. The panel on the right shows the message history. Your persona’s replies are tinted, the fan’s messages are plain.

2. Pause the AI

At the top of the thread, you have a mode toggle: AI / Manual. Switch it to Manual.

The moment you switch, the persona stops generating new replies in this thread. Any reply already mid-generation is discarded.

3. Send your reply yourself

Type into the composer at the bottom of the thread. Hit send. Your message ships from your bot or your personal account (depending on which surface the conversation is on, see Business Mode) with no AI processing.

You can keep sending manual replies for as long as you want. The persona stays paused until you hand the conversation back.

4. Hand the conversation back

When you are ready for the persona to take over again, switch the toggle back to AI.

The persona reads the recent messages (yours and the fan’s), updates her memory of the conversation, and resumes from there. She knows you stepped in. She does not pretend nothing happened.

When you might do this

  • A fan shares a real-life problem (illness, breakup, money trouble). The persona has safety reflexes for these, but a human touch usually lands better.
  • A whale wants a custom set or special request that needs your judgement on pricing.
  • A returning regular brings up an inside joke or shared history the persona missed.
  • A fan accuses the bot of being a bot. The persona has a deflection for this, but if you want to drop the act and have a real conversation, take over.

A note on tone shifts

If your manual reply is dramatically different in tone from your persona, the next AI reply may feel slightly off as it reorients. To smooth this, write your manual reply in a tone close to your persona’s. Or, if you wrote something very different, manually send one more transitional message before flipping the toggle.

Bulk manual mode

If you want all conversations to be manual for a while (you are at an event, on holiday, taking a day off), open Settings → Bot status and toggle Pause all AI replies. This is reversible at any time.

While paused, fans still receive read receipts but no replies. When you turn the AI back on, the persona catches up on missed messages, prioritising whales and recently active fans first.