How to take over a conversation from Tend

You can step into any conversation you can see, at any time.

In the web app

1. Open Inbox and choose the conversation.
2. Click Take over, or click into the reply box. Either one pauses Tend in this conversation, and the header changes from Bot active to You're replying.
3. Type your message and click Send.

If nobody owns the lead yet, the button says Reply and claim: sending assigns the lead to you.

Use the Internal note tab to leave a note for your team. Notes are never sent to the buyer.

Tend stays paused until someone hands the conversation back. To do that, click Resume bot.

In the mobile app

The conversation shows who is replying. Tap Take over to reply yourself, and Return to AI to hand it back. Sending a reply also takes the conversation over.

Good to know

• If the lead belongs to another agent, only they can reply. A manager or admin can click Take over in the reply box to move the lead to themselves.
• WhatsApp only lets you send normal replies within 24 hours of the buyer's last message. After that, Tend offers Send approved template instead.