You decide whether the AI employee answers customers on its own or your team answers them. In an urgent situation, you can stop the employee with one button.
Where to find it
- Response mode: “AI employees” → employee card → “Configure” → “Communication” tab → “Who responds to clients” block. The block appears after the employee's settings are applied for the first time, for example when it is connected to customers.
- Stopping: the “Pause” button in the header of the employee page, next to “Test replies”.
What modes are available
When connecting to customers, you choose the mode in the “Connect to clients” window on the “Channels” tab, in the “Who responds to clients” field. There, the same modes have different names:
| On the “Communication” tab | In the connection window | What happens |
|---|---|---|
| “AI replies automatically” | “AI employee automatically” | AI answers automatically: the employee answers customers on its own |
| “The team approves replies” | “AI prepares answers, team checks” | Team approves answers: the employee does not send answers to customers on its own |
| “Only the team responds” | “Team replies manually” | Only the team answers: the employee does not answer, and your team writes to customers |
How to change the mode
- Open the “Communication” tab and expand the “Who responds to clients” block.
- In the “Reply mode” field, choose the option you need.
- Click “Apply mode”.
The message “Reply controls updated.” appears. The mode takes effect right away in all of this employee's channels.
How to hand all conversations to the team
- Expand the “Who responds to clients” block.
- Click “Pass all conversations to the team”. The employee stops answering, and your team answers customers.
- To give answering back to the employee, click “Remove the transfer to the team”.
How to stop an AI employee urgently
- Open any tab of the employee.
- Click “Pause” in the page header. There is no confirmation step: answers stop right away.
- If the employee is connected to customers, the status “Replies are paused.” appears in the header.
- To turn answers back on, click “Resume”.
While the employee is stopped or conversations are handed to the team, customer messages are not lost. Each new message is passed to your team, and these conversations are visible in the “Inbox” section.
Good to know
- Only the Owner can change the mode, hand conversations to the team and stop the employee. Everyone else sees the note “The response mode is changed by the business owner.” in the block, and they do not have the “Pause” button.
- The Owner and Administrator roles can connect the employee to customers. That is why an Administrator can also choose the mode in the connection window.
- Stopping and handing off to the team take priority over the mode. While at least one of them is on, the employee does not answer customers, whatever mode is selected.
- When the employee is connected to customers, answer stops that are already set remain in place.
- The response mode, stopping and handing off to the team are not recorded in “Change history”. Restoring previous settings does not change them.
- If you no longer need the employee at all, you can delete it. For a temporary pause, you do not need to delete it — just click “Pause”.