How to turn the AI on or off and change AI settings

Turn the AI on or off

When it is on, new conversations are answered automatically until you take over. When it is off, the AI does not reply to anyone and chats wait for you and your team.

The card at the bottom of the sidebar shows the current state: "AI is answering" or "AI is paused". Click it to jump to Settings.

1. Open Settings in the sidebar, under Account.
2. Click the Turn on AI Agent switch.
3. Wait for "Saved." at the bottom of the page.

Let the AI take a chat back when you go quiet

When you reply to a customer yourself, from your phone or from Chats, the AI always steps aside for that chat. By default it stays with you until you hand it back.

1. Turn on Hand back to AI when I go quiet.
2. In Resume after, type the number of minutes, from 1 to 1440.
3. Click outside the box to save.

The AI takes the chat back once you have not replied for that long and the customer writes again.

Set a reply delay

Under Reply delay (seconds), enter a minimum and a maximum from 0 to 300. Each reply waits a random time between the two, and shows "typing…" for the last few seconds before it sends. Set both to 0 for instant replies.

Each box saves when you click outside it. Keep the first number lower than the second.

The AI already waits a few seconds for the customer to finish sending a burst of messages, and that wait counts toward your delay.

Tone, language and unknown questions

These are not on the Settings page. Write them as instructions in Train AI, on the Instructions tab, in your own words. For example: "Reply in a friendly tone, in Hindi if the customer writes in Hindi."