> ## Documentation Index > Fetch the complete documentation index at: https://sitegpt.ai/docs/llms.txt > Use this file to discover all available pages before exploring further. # Reply to visitors and take over conversations > Answer visitors from Chat History, take a conversation from the AI, give it back, and close it when you finish. Your team answers visitors from **Chat History** in the dashboard. You can reply, take the conversation from the AI, give it back to the AI, and resolve it. For how these states work together, see [Conversations and handoff](/docs/concepts/conversations-and-handoff). ## Before you start * **Plan:** any plan. See [Plans and limits](/docs/reference/plans-and-limits). * **Role:** any team role, including Agent. See [Team members](/docs/guides/account/team-members). * To get alerts for new escalations, set up [notifications](/docs/guides/human-support/notifications). ## Find conversations that need you 1. In your chatbot's sidebar, select **Chat History**. 2. Select the **Attention** view. It lists open conversations that are escalated, have an unread visitor message, or have negative feedback. 3. Select a conversation to open it. Escalated conversations show the **Escalated** badge. For all views and filters, see [Review conversations](/docs/guides/monitor/review-conversations). ## Reply to the visitor At the bottom of the conversation, type your message in **Reply as an agent...**. Select the send button. When you reply, the conversation switches to human mode. The AI stops answering in this conversation. The visitor sees your reply in the chat. Replies from **Chat History** reach visitors who chat in the website widget. They do not reach visitors on Slack, Messenger, and other connected channels. Reply to those visitors in that tool. See [Integrations](/docs/integrations/overview). A reply alone does not lock the conversation. The visitor can still select **Continue with AI** to go back to the AI. To stop this, take over the conversation. ## Take over the chat Take over when you want the AI fully out of the conversation. 1. Open the conversation in **Chat History**. 2. At the top of the conversation, select **Take over the chat**. While you hold the conversation: * The AI does not reply. If an AI answer is being written when you take over, it stops. * The visitor sees "A human agent has joined the conversation". * The visitor cannot switch back to the AI. The **Continue with AI** button does not show. * The visitor's messages still arrive in the conversation. Taking over does not send escalation emails and does not mark the conversation as escalated. ## Release to AI When you finish helping and the visitor may have more questions, give the conversation back to the AI. 1. Open the conversation. 2. Select **Release to AI**. The visitor sees "Continuing with AI". The AI answers the visitor's next message in the same conversation. ## Mark as Resolved Resolve a conversation when it is finished. 1. Open the conversation. 2. Select **Mark as Resolved**. A resolved conversation is closed: * It leaves the **Attention** view and moves to **Closed**. It shows the **Resolved** badge. * If an AI answer is being written, it stops. * The reply box is hidden, and you cannot take over the conversation. * Lead forms and feedback buttons in that conversation stop working. What the visitor sees depends on where they chat: | Where the visitor chats | After you resolve | | --------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------ | | Website widget | The chat shows "This conversation has been closed." and a button to start a new conversation. The resolved conversation accepts no new messages. | | API, with the resolved conversation ID | Message requests return `409 CONVERSATION_CLOSED`. | | Slack, Messenger, Google Chat, Crisp, Freshdesk Messaging, Zoho SalesIQ, or Zendesk Messaging | The visitor's next ordinary text message starts a new SiteGPT conversation. The resolved conversation stays closed. | A new conversation uses your chatbot's [chat mode](/docs/guides/human-support/set-up-human-support#choose-who-answers-new-conversations). Resolving does not guarantee that the AI answers next. To continue the same conversation with the AI, use **Release to AI** instead. To act on many conversations, select them in the list and select **Mark as Resolved** in the bar that appears. ## Mark as Unresolved Only your team can reopen a resolved conversation. Open it and select **Mark as Unresolved**. A new message from the visitor never reopens it. ## When SiteGPT emails your reply to the visitor Visitors often leave before you answer. SiteGPT can email your reply to them. SiteGPT sends the email only if all of these are true: * SiteGPT has the visitor's email, for example from a lead form. * The visitor was not active in the chat after your reply. * The conversation is not resolved. SiteGPT waits about 2 minutes after your first reply. Replies you send in that time go out in one email. The subject is "New reply from" and your chatbot name. The email contains your reply and an **Open the conversation** link that opens the chat. When the visitor answers the email, the answer goes to the first address in your escalation email list. If **Enable Escalation Notifications** is off or the list is empty, it goes to the chatbot owner. On HIPAA workspaces, the email does not include your reply. It only tells the visitor that there is a new response. ## Check that it works 1. In your chatbot preview, ask for a person, then send a message. 2. In **Chat History**, open the conversation from **Attention** and select **Take over the chat**. 3. Send a reply. The preview shows "A human agent has joined the conversation" and your reply. The AI does not answer. 4. Select **Release to AI**. Send another message in the preview. The AI answers. 5. Select **Mark as Resolved**. The preview shows "This conversation has been closed."