There is no switch for a single conversation, because the AI steps back by itself when a person answers. For a channel or the whole workspace, there are switches.
- For one conversation, reply to the client from the Inbox. After someone from your team replies, the AI stays quiet in that conversation for the time set in AI › Limits › Stay quiet after your team replies (12 hours until you change it).
- To see what the AI does on that channel, press the sparkle icon (AI settings) at the top of the conversation, then Manage AI settings to change it.
- For one channel, set it to Suggests (the AI only drafts) or Off in AI › Channels.
- For everything, turn on Pause everywhere in AI › Overview. Every conversation goes to your team until you turn it off: no AI replies, drafts or AI Assist. Each channel keeps its own setting, so turning the pause off restores everything.
Good to know
- Pausing sends the notification The AI stops answering, set up in Account › Notifications.
- An automation’s reply can use Pause the AI for this message, so the AI doesn’t answer on top of it.
- The owner or an admin uses these switches.