Takeover & collaboration

The AI agent handles conversations until you step in. This page covers taking over, working with teammates, and what the reply composer can do on each channel.

Taking over

When a conversation is assigned to the AI, the transcript header shows Take over from AI. Click it and the conversation is yours: the AI stops replying and the composer unlocks. Escalated and unassigned conversations show a Takeover button instead — claiming works the same way.

To route conversations elsewhere, open the Transfer menu in the header:

• Transfer to Agent — hand the conversation to a teammate.
• Hand back to AI — return it to the AI agent, which resumes answering.
• Unassign — release it without an owner.

Close ends a conversation (with a confirmation dialog); Reopen brings a closed one back and assigns it to you. A closed conversation's composer is replaced by a Handle conversation button until someone picks it up.

The reply composer

• Public reply vs internal note — flip the Internal switch to write a note only your team can see. The composer turns amber so you can't mistake a note for a reply. Internal notes stay in the transcript, marked with a lock icon.
• Canned responses — type / in the composer or click the canned-responses button to search your saved replies. Responses can include template variables such as {{customer.name}}, {{ticket.number}}, {{agent.name}}, {{conversation.status}}, and {{workspace.name}}, filled in when you insert them. A canned response can also carry actions — set the conversation's status or priority, or add tags — which apply only after your reply sends successfully. Manage them at https://app.asks.app/settings/workspace/canned-responses; see Tickets, tags & SLAs.
• Attachments — attach up to 10 files per message, 16 MB each. Images, video, audio, PDFs, and common document types are supported. Drag files onto the transcript ("Drop files to attach") or paste from your clipboard; media attachments open a preview where you can add a caption before sending.
• Sending — Enter sends; Shift Enter adds a newline.

Copilot

Copilot is the AI assist menu in the composer — the wand button, or ⌘ J (Ctrl J). It drafts; you decide. Nothing it writes is ever sent on its own.

• Suggest reply — drafts a response grounded in your knowledge base and the conversation so far, and drops it into the composer for you to edit.
• Rewrite — Improve writing, Make friendlier, More formal, or Make shorter rework whatever you've typed.
• Summarize conversation — opens a summary of the whole thread in a dialog, with a copy button — useful before a transfer.

⌘ J picks for you: with an empty composer it suggests a reply; with a draft in progress it polishes what's there.

The transcript

• Pinned messages — right-click any message and choose Pin message; pinned messages collect in a strip above the transcript so decisions and order numbers stay in reach.
• Media — images and videos open in a conversation-wide lightbox gallery, PDFs preview in-app, and audio messages play inline.
• AI activity — an "AI is typing…" indicator shows while the AI composes, and the thread marks when the AI escalated or resolved the conversation.

Email conversations

When the conversation came in over email, the composer grows email fields:

• a Subject line, pre-filled as Re: plus the original subject
• a Cc/Bcc toggle that reveals Cc and Bcc inputs (comma-separated addresses)
• inbound emails render their HTML bodies; click Show quoted history on a message to expand the full quoted thread

WhatsApp and Meta conversations

Messaging platforms limit when businesses can send free-form replies, and the composer surfaces this:

• WhatsApp — a banner above the composer counts down the 24-hour customer service window. While it's open, free-form replies are allowed. Once it expires, the banner offers a Send template button to reopen the conversation with an approved template. A template button also lives in the composer toolbar at all times. See WhatsApp.
• Instagram and Facebook — the banner shows the standard 24-hour window, then a human-agent extension of up to 7 days during which your team (but not the AI) can still reply. After that, the customer has to write first. There is no template mechanism on Meta channels.
• Delivery status — outbound messages show per-message status on every channel that reports it — WhatsApp, Instagram, Facebook, email, Telegram, Slack, and Discord. Failed sends show the error with a retry button.

Related

• Escalation — when the AI hands conversations to your team.
• Tickets, tags & SLAs — statuses, canned responses, and response-time targets.