What happens when a team member steps into a conversation handled by the assistant?

It depends on the “Pause bot on manual reply” setting. With it on, when someone on your team replies to a customer from CitaFlow or from the WhatsApp Business app, the bot is disabled for that contact only and you carry on the conversation.

When the bot comes back

“Auto-reactivate bot after” decides it: the bot comes back on its own after that much inactivity following your reply, or never if you choose “Never (manual only)”. In that case you turn it back on with “Enable bot” in the conversation.

Both settings are in Chatbot → Settings, under “Advanced settings”. There you’ll also find “Reactivate bot for all contacts”, which turns the bot back on at once for contacts that were paused automatically, without touching the ones you disabled on purpose.

Per-contact pause exists on WhatsApp, Instagram, Messenger and Telegram; your website chat doesn’t have that option.

When the customer asks to talk to a person

If you have “Human handoff” turned on and the assistant hands the conversation to your team, you’ll see the “Asked for a person” notice and the bot stays paused in that conversation: whatever you write goes straight to the customer. The reactivation time doesn’t apply here: the bot doesn’t come back until you press “Resolve” (or “Mark resolved” in the list) and choose whether it takes over again or you keep handling it.