Replying to visitors

The Conversations inbox lists every chat for a site, newest first, with a status badge and the last message. Open one to see the full transcript and a reply box.

Taking over from the AI

While the assistant is handling a chat, you’ll see a Take over from AI button (or Take over (visitor requested a human) when the visitor has asked for a person). Clicking it:

switches the conversation to With agent,
posts a system note — “[You] joined the conversation” — so the visitor knows a human is here,
stops the AI from replying while you’re handling it.

When you’re done, use Hand back to AI to return the chat to the assistant, or Close to end it. A closed chat can be reopened with Reopen conversation.

Replying

Type in the composer and press Send (⌘/Ctrl + Enter). A few things to know:

Ask for details requests the visitor’s name and email inline — handy when you’ll need to follow up.
Attach files — PDF, PNG, or JPG, up to 10 MB each and 4 per message. You can also paste or drag-and-drop a file into the composer.
Typing indicators run both ways, so the visitor sees when you’re writing.

AI assist

The assistant can help you write, and nothing is sent until you review it:

Suggest a reply — with the composer empty, click the sparkle button and Yamidoo drafts an answer from your content and the conversation so far.
Rewrite with AI — with text already in the box, use the rewrite menu: Improve writing, Make friendlier, Fix grammar, or Make shorter.
Edit and send — tweak the draft as needed, then Send. Use Undo to discard the AI’s version and restore what you had typed.

Next steps

Human handoff — how handoff works from the visitor’s side.
Analytics — track handoff rate and satisfaction.