---
title: "Use chats and conversation controls"
description: "Review customer conversations and control AI participation."
language: en
canonical: https://mrailabs.com/docs/en/conversations-and-customers/chats-and-control/
published: 2026-07-13T18:51:40.226212
last_verified: 2026-07-13T18:51:40.226212
audience: "For customer operations teams"
---

# Use chats and conversation controls
The chats workspace shows conversation history, customer state, and the controls used to pause or resume AI replies.

## What to do

1. Open a customer to review messages in chronological context.
2. Pause AI or take manual control before sending a human reply.
3. Resume automation only after the handoff or issue is complete.

> **Good practice**
> Always confirm the active conversation and customer before changing AI control.

[Open Use chats and conversation controls](/client/clients/chats)