How to pause AI in a conversation
Take over customer service manually when needed
Related lesson
WhatsApp conversations in AgenteZap CRM
Use the Conversations screen to serve and follow up with customers.
Sometimes you need to reply manually without AI interference. You can pause AI for an individual conversation.
How to pause AI in a conversation:
In Conversations, open the conversation you want to handle manually
Click the conversation in the list. The chat opens with its history and controls.
✓ The conversation opens with the chat panel on the right.
At the top of the chat panel, find the 'AI' switch with the robot icon and turn it off
The switch is in the conversation header. Green means AI is replying automatically. Turning it off gives you manual control.
✓ The switch turns off. AI stops replying in this conversation only. AI remains active in other conversations.
Type and send your manual messages as usual
Use the text field at the bottom. You can use quick replies, send media or send a voice message.
✓ Your messages are sent directly to the customer.
When you finish, turn AI back on so the agent can resume
Once reactivated, AI resumes monitoring and replying automatically from the customer's next message.
✓ The switch turns green again. The agent resumes automatic customer service.
Tip: Pause AI for special situations such as complex negotiations, critical complaints or a specific request for human assistance. AI can handle most other situations independently.
Tip: You can also configure Follow-up to reactivate AI automatically after a set number of inactive hours.
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