You keep control of every conversation, at any time.
Take over
Open the conversation from the Conversations page.
Turn off its automation switch: the AI stops replying in this conversation (the others continue as normal).
Reply yourself, directly from the platform or from Desirely.
In the thread, each message shows its sender: Fan, AI or Model (a message sent by a human through the account).
Good to know: the sales you close by hand while you're in control aren't commissioned by Desirely. Only sales closed by the AI are (see "What is the commission calculated on?").
When the AI hands control to you on its own
Some alerts automatically stop the conversation and set it to Awaiting: Out of script, or a custom alert set up to stop the conversation. You're notified on the Notifications page, and on Telegram if set up, with a direct link to the conversation.
Hand control back to the AI
Once the situation is handled, turn the conversation's automation switch back on. The AI picks the thread back up, taking into account everything that was said in the meantime, including your messages: they're part of the history it reads.
Best practices
Define in advance, for your team, the cases that justify taking over (an unusual amount, the fan's tone, a sensitive request) so everyone stays consistent.
Use custom alerts to be warned automatically on your own criteria, with or without stopping the conversation (see "Create your own alerts").