Portal GuideConversations
How to pause and resume AI
Take over a conversation from the bot, then hand control back when you're done.
Pausing the AI lets a human agent respond directly to a customer while the bot stays quiet. When you're finished, resuming the AI hands the conversation back to the bot.
Pause the AI
Open Conversations from the sidebar and select the chat you want to handle.
In the conversation toolbar, click Pause AI.
The conversation status changes to Paused and the bot stops sending automated replies.
Type your messages directly in the message input and send them as you would normally.
While paused, the AI still observes the conversation and keeps context — it just won't respond until you resume it.
Resume the AI
When you're ready to hand control back, click Resume AI in the toolbar.
The status returns to Active and the bot continues responding to the customer automatically.
When to pause
- A customer asks a question that requires human judgment (pricing negotiation, escalation).
- You need to provide information the AI doesn't have access to.
- The conversation has become sensitive and needs a personal touch.
Even while paused, the AI continues to capture lead details and conversation context. When you resume, the bot picks up where it left off with full awareness of what was said.
Tips
- Keep paused conversations short — customers expect fast replies once a human takes over.
- If you're going offline, either resume the AI or assign the conversation to another agent.
- You can pause and resume multiple times in the same conversation.