# Inbox: take over live conversations and hand them back

> Your team can step into any visitor conversation, reply in the same thread and return it to the AI agent.

Customers shouldn't have to repeat themselves when a person steps in. Operators can now take over a live visitor conversation, reply in the same thread and give it back to the AI agent, as many times as the conversation needs.

## What's new

- **Live visitor conversations.** Follow every conversation from your deployments as it happens, with the agent's full replies, tools and sources.
- **Take over at any time,** even while the agent is replying. The visitor's next message comes to you.
- **Operator requests.** Turn on **Operator request** in a deployment's features to give visitors a **Talk to a person** button. The AI agent can request a person too.
- **Accept, cancel or return.** **Accept request** to take a waiting conversation, **Cancel request** to let the AI agent carry on, and **Return to AI agent** when you're done.
- **Clear ownership.** Visitors see "You're chatting with" and the operator's initials. Your team sees who holds each conversation, so two people never answer at once.
- **Availability.** Mark yourself available for visitor requests, AI-agent requests or both. If nobody is available, the widget asks the visitor to leave their details.
- **Automatic return.** A request nobody accepts, or a conversation whose operator goes idle, goes back to the AI agent.