Artificial Intelligence · 1 min read
Bot Status for Individual Contacts
You can change the Conversation AI status for a single contact. This lets your team take over one conversation while the agent keeps working for everyone else.
This works when the agent is in Suggestive or Autopilot mode. If you don't see the bot status icon in the message box, check that an agent is set up for the channel.
Statuses
- Active: the agent replies or suggests replies.
- Paused: the agent stops for a set time, then starts again.
- Inactive: the agent stops for this contact until you turn it back on.
Change a contact's status
- Open the conversation in Conversations.
- Click the bot status icon in the message box.
- Choose Active, Pause, or Inactive.
- For Pause, choose how long.
You can also change the status from the contact record or with the Update Conversation AI Bot and Status workflow action.