Managing Conversation AI Status for Individual Contacts

Introduction

The Conversation AI feature in your CRM can be managed on a per-contact basis, giving you precise control over when the AI should actively respond, be temporarily paused, or remain completely inactive for a specific conversation. This article explains how to manage these settings directly from the Conversations tab.

Understanding Contact-Level Bot Status

This feature allows you to adjust the behavior of the Conversation AI for a single contact without affecting its settings for other conversations. The control for this is located within the message composer when you have a contact's conversation open. This granular control is only available when the Conversation AI is operating in Suggestive or Auto-Pilot mode.

Available Bot Status Options

You can set the bot to one of three primary statuses for a contact:

• Active: The Conversation AI will respond to all incoming messages from the contact.
• Inactive: The Conversation AI is turned off and will not respond until you manually change the status back to Active.
• Sleep/Snooze: The Conversation AI is temporarily paused. You can set a specific time for it to automatically reactivate. The bot can also enter this state automatically based on other settings, such as when a manual message is sent or message limits are reached.

When Conversation AI Becomes Inactive Automatically

The bot status can change automatically due to specific triggers. The AI may become inactive for a contact if:

• The contact replies with an opt-out keyword like "STOP".
• The conversation reaches the maximum number of AI messages allowed by your settings.
• A user sends a manual message and the bot is configured to sleep after human interaction.
• A workflow action updates the bot's status.
• Advanced settings are configured to pause the AI during a handoff to a human agent.

How to Change the Bot Status for a Contact

Follow these steps to update the Conversation AI status for an individual contact:

1. Navigate to the Conversations tab and open the conversation for the desired contact.
2. In the message composer area, locate the Conversation AI status icon.
3. Click the icon to view the status options.
4. Select the desired status:
   • Choose Active to enable AI responses.
   • Choose Inactive to disable AI responses until manually reactivated. This option is also used to set a temporary snooze.
5. If you selected Inactive to set a snooze, you will see an option to Reactive bot after. Check this box and select a duration (in minutes, hours, or days) for the pause. Leave it unchecked if the bot should remain inactive until you manually change it.
6. Click outside the status menu to apply the change. The status icon will update to reflect the new setting.

Frequently Asked Questions

Does an Inactive status override global settings?

Yes. Setting a contact's status to Inactive will prevent the Conversation AI from responding to that contact, regardless of the global settings, until you change the status back to Active.

What happens to messages while the bot is sleeping?

Messages from the contact are still received. The Conversation AI simply will not generate responses until the scheduled wake-up time.

Does sending a manual message pause the bot?

This depends on your global bot settings. It is possible to configure the AI to automatically enter a sleep mode after a manual message is sent to avoid overlapping replies.

Can I update the bot status for multiple contacts at once?

No, this control is designed for individual contacts. To manage status for multiple contacts based on conditions, you should use workflows.

What if I don't see the status control?

If the status icon is not visible, ensure that Conversation AI is enabled for your sub-account, a bot is assigned to the communication channel, and the bot is set to either Suggestive or Auto-Pilot mode.