> For the complete documentation index, see [llms.txt](https://docs.patagon.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.patagon.ai/en/sales-performance/take-control-conversation.md).

# How to take control of a conversation

When a lead needs a human response, you can take control of any active conversation and reply directly — without the AI agent intervening.

1. In the sidebar, go to Leads > Conversations.
2. Open the conversation you want to take over.
3. At the bottom of the chat panel, you'll see the message "Take control of the conversation" with a Take Control button.
4. Click Take Control. The message input field activates and you can type your response.
5. Reply directly to the lead. The AI agent will not send messages while you are in control.
6. When you're done, click Step out of conversation to return control to the AI agent. The agent will resume responding to new messages automatically.

## The 24-hour window timer

The timer in the conversation header shows how much time remains in the current 24-hour messaging window. When it reaches 0, you can no longer send free-form messages to that lead — you'll need to use an approved WhatsApp template to reopen the conversation.

{% hint style="warning" %}
If the timer is under 1 hour, prioritize responding to that lead before the window closes. Once it expires, you can only reach them with a pre-approved template message — see How to create message templates.
{% endhint %}

Use Take Control when a lead has a complex objection, asks to speak with a person, or when the AI has reached its handoff condition defined in your agent's prompt.


---

# Agent Instructions
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