---
title: Taking Over a Conversation
description: Agents can take over active conversations from the bot or other agents as needed. Here’s how to do it:
---

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# Taking Over a Conversation

## Agents can take over active conversations from the bot or other agents as needed. Here’s how to do it:

#### **How to Take Over a Conversation**

1. Navigate to the **Conversations** section.
2. Locate the desired conversation in the left-hand panel under “Other Conversations.”
3. Click the **Takeover** button in the middle column. Once clicked, you will immediately be connected to the user.

![Screen Shot 2023-03-09 at 1.17.05 PM.png](https://codaio.imgix.net/docs/zAMzMQFpNt/blobs/bl-BidaJAWJ56/9b5c9d41cc4c3a1901a0cee6d5b1a826000e6e4a2e29b18cb9c41a0fefac9264666ccc16d2630b63e5e4a9e9eedc90e51ea7e6a114a0a2623d3d5a63c3b9250783980f8aae5bc724b897fffb6465698b4f6ea226b4dddab3af65a36bc45f2abc8bbd4210?auto=format%2Ccompress&fit=max)

#### **Identifying Active Users**

- Active users are marked with a **teal dot** next to their name in the left-hand panel.
- The user’s status is also displayed in the right-hand panel. These indicators show users who are actively on the website with the chat window open, meaning they are more likely to see and respond to your messages promptly.

![Screen Shot 2023-03-09 at 1.20.03 PM.png](https://codaio.imgix.net/docs/zAMzMQFpNt/blobs/bl-8U2qMDZcVd/b70b510f38fc9cc06551fbaa5e6827dd78e30a31b4b2f2fc51b9e688452e9881522c7cebc79f5e69e645e5fbef52645f1e6934ad7724e72c103e3a41f3fd42948e8912c9ad48fc8898bb2df7380029bded77db9cfad58a62f9ccdad4c5f31823b94470a0?auto=format%2Ccompress&fit=max)

#### **Ending the Conversation**

After assisting the user, make sure to **end the conversation** to properly close it and ensure accurate tracking of completed chats.

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