Open Inbox and pick a conversation. Everything the visitor and the AI said is there, with the AI's citations intact.
Reply
Type in the composer and send. The moment you send a reply, the AI stops answering that conversation. The visitor is told a person has joined, and nothing is sent over the top of you.
Note
Switch the composer to Note to leave an internal note instead. Notes are never sent to the visitor.
Handing it back
When you are done, choose Let the AI reply on the conversation to release it.
Assist
The Assist tab drafts a reply from your own help content and tells you honestly whether it found grounding for it. A grounded draft comes with citations; an ungrounded one says so.