AI pause & resume
Use pause/resume to control when AI is allowed to respond on a conversation. This helps with human takeovers and sensitive cases.
Auto-pause after a human reply
Default behavior
When a customer service agent sends a manual reply, AI is automatically paused for 12 hours for that conversation.
You can resume AI at any time (you don’t need to wait for the 12 hours to end).
Manually pause for N hours
- Open a conversation in Omni Chats.
- Choose Pause AI and select how many hours to pause.
- AI will remain paused until the timer ends, or until you resume it manually.
Resume anytime
Resume AI to allow automated assistance again. You can do this immediately after pausing, if needed.
Tip: Pause AI during human-only handling, then resume when the issue is resolved.