Help centre

How to take over a conversation

Open the lead and click Takeover. The agent stops answering that lead, you write the replies yourself, and you can hand the conversation back at any time.

Published by Sellinger AI. Numbers and settings checked on 19 October 2026 against the fact register. Report an error.

Before you start

A lead with a conversation, or one flagged as needing attention.
Access to the workspace as a member who can message leads.

Steps

1
Step 1
Open the lead
Find the lead in the CRM or the inbox and open its drawer.
2
Step 2
Click Takeover
The button pauses AI auto responses for this lead. A toast confirms that human takeover is active, and the button changes to Release.
3
Step 3
Write your reply
Type in the message box at the bottom of the drawer and send.
4
Step 4
Hand it back
Click Release, or use Hand back to agent on the notice card, to let the agent continue.

What happens next

While you hold the conversation, the agent does not reply to that lead. When you release it, the agent picks up from the full history, including everything you wrote.

Good to know

When a lead needs attention, the notice card above the message box offers Resume agent or Reply myself. You can type a note telling the agent how to proceed, for example offer the annual discount.
The agent also stops on its own when it cannot answer and flags the lead for a person with a named reason.
Automatic replies from helpdesks and no reply senders never count as a human reply and are routed to a person.
Takeover affects only the lead you open. Other conversations keep running.
Use takeover for sensitive replies, pricing talks and anyone you already know personally.
Read the agent's earlier messages before you write, so your reply continues the thread naturally.

Common questions

Will the agent send anything while I have control?

No. Takeover pauses AI auto responses for that lead until you release it.

Can I see the history?

Yes. The drawer shows the full conversation across channels.

Can I take over any lead?

Yes. The Takeover button is in the drawer of every lead.

Does takeover end by itself?

No. The agent stays paused on that lead until you click Release or Hand back to agent.

Sources and method

Written from the Sellinger app as of 19 October 2026.