How to take over the conversation from the AI
Switch a conversation to manual mode: the AI stops replying to that customer and you take over. Then hand it back to the AI with one click.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
When the AI is on, it replies to the customer on its own. In any conversation, you can take over: the AI stops replying to just that customer and keeps serving the others. When you're done, hand the conversation back to it.
Where to find it in Cognizy
Before you start
- Have an active AI agent and a connected channel.
- Anyone with the Agent, Admin, or owner role can take over conversations.
Step by step
- Step 1:
In the menu, open .
- Step 2:
Click the conversation you want to take over. The Izy badge in the list shows that the AI is the one replying.
- Step 3:
At the top of the conversation, the AI Active button shows that the AI is replying to this customer. Click it to take over.
- Step 4:
The button changes to Manual: from now on, the AI will no longer reply in this conversation. Write your reply and send it.
- Step 5:
When you're done, click Manual to hand the conversation back. The button goes back to AI Active and the AI replies to the next messages.
How to know it worked
The button at the top of the conversation shows Manual while you're handling it and goes back to AI Active when you hand it back.
If something goes wrong
The AI replied even after I took over.
Check that the button at the top shows Manual. If the AI reply was already being written when you clicked, it may still be sent; the following ones won't be.
I forgot the conversation in Manual and the customer was left without a reply.
In manual mode, only people reply. Open the conversation and click Manual for the AI to start handling it again.
Next step
If someone else should continue the service, transfer the conversation to them or to a department.
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