> ## Documentation Index
> Fetch the complete documentation index at: https://watermelon.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Take over conversations

> Find out how administrators and support users can step into ongoing conversations, reassign chats, or collaborate within teams to keep responses quick and consistent.

<Tabs>
  <Tab title="Administrator">
    As Administrator, you can monitor and take over or assign conversations that an AI Agent or Support Agent is currently handling. This is useful when you want to:

    * Intervene in a sensitive or urgent customer interaction
    * Support a team member in handling a complex issue
    * Reassign a conversation to the right person or department

    ### Viewing Conversations

    <Steps>
      <Step title="Open your Inbox">
        In the menu, select **Inbox** to see conversations of your own as well as other teams, users, and AI agents.

        <Frame>
          <img src="https://mintcdn.com/watermelon/7sDGYYQ5N9Oyw_Uj/images/take-over-convo/take-over-conversations-menu.png?fit=max&auto=format&n=7sDGYYQ5N9Oyw_Uj&q=85&s=026866a33ec349f011f226c063045621" alt="Take Over Conversations Menu" width="2922" height="1390" data-path="images/take-over-convo/take-over-conversations-menu.png" />
        </Frame>
      </Step>

      <Step title="Select Conversation">
        Select the conversation you want to observe. You will now see all active conversations the user or AI Agent is currently handling. You will be able to view the conversation in real time, without notifying the customer.
      </Step>

      <Step title="Jump In or Assign">
        Using the Assign to me button at the bottom of the conversation area, you can also choose to assign the conversation to a colleague or a team. \
        Once assigned, the AI Agent will stop responding, and you (or your colleague) are free to continue the conversation from there.

        <Frame>
          <img src="https://mintcdn.com/watermelon/7sDGYYQ5N9Oyw_Uj/images/take-over-convo/take-over-conversations-assign.png?fit=max&auto=format&n=7sDGYYQ5N9Oyw_Uj&q=85&s=d5b2cd7d123cd1e28fae6a3f491b88cb" alt="Take Over Conversations Assign" width="2922" height="1390" data-path="images/take-over-convo/take-over-conversations-assign.png" />
        </Frame>
      </Step>
    </Steps>

    ###
  </Tab>

  <Tab title="Support">
    As a Support user, you can view and manage conversations that have been assigned to you or, if enabled, to your team. This helps ensure that every conversation is handled efficiently by the right person.

    ### Viewing assigned conversations

    <Steps>
      <Step title="Open your Inbox">
        In the far-left panel, select **Inbox** to view conversations currently assigned to you (and, if enabled, to your team).

        <Frame>
          <img src="https://mintlify.s3.us-west-1.amazonaws.com/watermelon/images/take-over-convo/support-inbox1.png" alt="Support Inbox1 Pn" />
        </Frame>
      </Step>

      <Step title="Select Conversation">
        Click on a conversation to open it. You can see all messages exchanged with the customer and continue directly from where the AI Agent or another user left off.
      </Step>

      <Step title="Reassign or Take Over">
        If a conversation would be better handled by someone else, use the **In Chat** option to transfer it to another user or team.

        If your permissions allow, you can also take over a conversation from a teammate within your team.

        <Frame>
          <img src="https://mintlify.s3.us-west-1.amazonaws.com/watermelon/images/forwarding-conversations/reassign-menu.png" alt="Reassign Menu Pn" />
        </Frame>
      </Step>
    </Steps>
  </Tab>
</Tabs>