Taking Over Conversations

SalesPartner handles conversations for you, but sometimes you want to jump in yourself. Taking over lets you personally handle a conversation while SalesPartner steps back.

Why take over? - VIP lead — Someone important who deserves your personal attention - Complex situation — A unique request SalesPartner isn't equipped for - Known contact — Someone you have a relationship with - Sensitive topic — Issues requiring human judgment

The lead never knows the difference. To them, it's all one smooth conversation with your business.

Not every conversation needs personal handling. Here's when to consider taking over:

Good reasons to take over: - Large or strategic opportunity - Existing customer with a complaint - Referral from someone important - Complex technical questions - Pricing negotiations - Anything feeling off that needs human judgment

Signs you should stay hands-off: - SalesPartner is handling it well - Standard questions with standard answers - Lead is still early in qualification - You're busy with other priorities

Pro tip: Watch conversations for a bit before jumping in. SalesPartner often handles things better than you expect. Take over only when you genuinely add value.

When you take over, you switch the conversation to "Live" mode. Here's how:

To take over: 1. Open the conversation you want to handle 2. Find the Live/AI toggle (usually in the header) 3. Switch to Live mode 4. Start sending your own messages

What happens when you take over: - The conversation status changes to "Live" - SalesPartner stops sending messages - All messages you send go directly to the lead - The conversation appears in your "Live" filter

Immediate effect: Your takeover is instant. The moment you toggle to Live mode, SalesPartner pauses. There's no overlap or confusion—you're in control.

Once you've taken over, you're responsible for the conversation.

Your responsibilities: - Respond promptly (the lead expects fast replies) - Keep the conversation moving toward a goal - Update contact information if you learn new details - Add notes about important things discussed - Follow up on any commitments you make

What SalesPartner does during takeover: - Stays quiet—no messages sent - Keeps tracking the conversation for your records - Continues showing the lead's history and details - Ready to resume when you hand back

Don't forget about it: An open Live conversation waiting for your response is worse than letting SalesPartner handle it. Either respond quickly or hand it back.

When you're done handling the conversation personally, you can hand it back.

To hand back: 1. Toggle Live mode off (switch back to AI) 2. SalesPartner resumes handling the conversation

When to hand back: - You've resolved the immediate issue - The conversation is back to routine questions - You need to focus on something else - The lead needs follow-up that SalesPartner can handle

What happens after handoff: - SalesPartner picks up from where you left off - It reads the conversation history to understand context - It continues qualification or scheduling as appropriate - You can still monitor and take over again if needed

Good practice: Before handing back, send a message that gives SalesPartner a natural transition point. Something like "I'll have my team follow up with those details" sets things up smoothly.

Take over with purpose — Have a reason for jumping in. Random takeovers disrupt the process without adding value.

Be responsive — If you take over, respond fast. Don't leave a lead hanging while they wait for your personal reply.

Use notes — When you learn something in conversation, add it to notes. SalesPartner and your team benefit from that information.

Hand back cleanly — Don't just toggle off and disappear. End the human portion of the conversation at a natural point.

Don't micromanage — Resist the urge to take over just to phrase something differently. SalesPartner knows what it's doing.

Learn from takeovers — If you find yourself taking over the same type of conversation repeatedly, tell your administrator. The system might need configuration changes.