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Conversation AI

How to turn off the AI for a contact and hand the conversation to a person

In Conversations, open the customer's conversation, click the AI status icon next to the message box and choose Inactive. You can keep the AI off until you turn it back on, or set it to come back after a while.

Updated on

Before you start

  • The Conversation AI agent must be in Suggestive or Auto-Pilot. When it's Off, the status icon doesn't appear.
  • The conversation's channel must be assigned to an agent.
  • The change only affects that contact. All other customers stay as they were.
Where to find it

Conversations › (customer's conversation) › AI status icon (in the message box)

Step by step

Turn off the AI for that customer

  1. Open Conversations and click the customer's conversation.
  2. In the area where you type your message, find the AI status icon. It shows whether the AI is active, inactive or sleeping.
  3. Click the icon and choose Inactive.
  4. Leave Reactivate bot after unchecked if you want the AI to stay off until someone turns it back on.
  5. Click outside the window to apply it and check that the icon has changed.
  6. Reply to the customer as usual. The AI no longer steps in.

Pause the AI for a while

  1. Click the AI status icon and choose Inactive.
  2. Check Reactivate bot after and pick a duration in minutes, hours or days.
  3. Click outside the window. The AI starts replying again on its own when the time is up.

Turn the AI back on

  1. Open the conversation in Conversations.
  2. Click the AI status icon and choose Active.

Tips

  • Messages that come in while the AI is paused are received normally. They just don't get an automatic reply.
  • To see why the AI's status changed for a contact, click Audit logs at the bottom of the contact details panel in the conversation. For the whole account, use Settings › Audit Logs and filter by the Conversation AI module.
  • To turn off the AI for many contacts at once, use a Workflows action that updates the bot status.

Common problems

  • I don't see the AI status icon → Check that the agent is in Suggestive or Auto-Pilot and that the conversation's channel is assigned to an agent.
  • The AI went inactive by itself → This happens when the customer sends an opt-out word (like "STOP"), when the AI message limit is reached, when someone sends a manual message with that rule on, or when an automation changes the status. Set it back to Active if it makes sense.
  • I turned it off but the AI started replying again → You probably checked Reactivate bot after. Choose Inactive again without that option.

Frequently asked questions

If I reply manually, does the AI stop?

It depends on the agent's settings. If the pause-after-manual-message rule is on, the AI goes to sleep for that contact when your team writes.

Does turning it off for one contact turn it off for everyone?

No. It only affects that contact.

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