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

# Taking over from AI

> How to handle escalated conversations and re-engage AI when you're done.

When an AI staff member cannot confidently help a customer — or when the customer asks to speak to a person — the conversation appears in your Inbox marked **Agent Handling**.

<Steps>
  <Step title="Open the Inbox">
    Click **Inbox** in the left sidebar. Look for conversations marked with the **Agent Handling** badge.
  </Step>

  <Step title="Read the lead info panel">
    Open the conversation and check the panel on the right. The AI has already collected the customer's name, requirement, and urgency level before escalating.
  </Step>

  <Step title="Reply directly">
    Type your reply in the message box. Your message goes directly to the customer's WhatsApp.
  </Step>

  <Step title="Re-engage AI when done">
    Once you have resolved the issue, click **Re-engage AI** in the details panel. The AI staff member takes over again for future messages in that conversation.
  </Step>
</Steps>

<Tip>
  Always check the details panel before you type. The AI collects the customer's name and requirement before escalating — you have full context before sending a single word.
</Tip>

## Assigning conversations to team members

If your plan includes multiple team members, you can assign a conversation to a specific person. Open the conversation, click the **Assign** button, and pick a team member. They will see it highlighted in their Inbox view.