You must first log in to the Chatbot Builder Dashboard to takeover chat from the bot and answer the clients personally. Then you must take control of the chat thread. To do so, click the “Takeover Thread” button to direct live chat away from the bot and toward customer service.
The takeover time is set to 30 minutes by default. You can, however, prolong the duration based on resource availability and client demand. To prolong the takeover period, click “+30 minutes” above the countdown.