When a staff member takes over a conversation, the support agent pauses so your team can handle it directly. With Automatically resume AI after staff take over, you decide whether — and when — your support agent picks the conversation back up, so your team can step in without permanently taking the agent off that customer.
How to Enable Automatic AI Resumption
Go to Settings.
Select AI Customization.
Under the Conversation Behavior Section, Find Automatically resume AI after staff take over.
Turn the setting on.
Under Resume AI after, enter the amount of time you want the AI to stay paused.
Choose hours or days.
Save Changes
Once enabled, the AI automatically resumes as soon as the selected time has passed no manual action needed.
Example
Set Resume AI after to 6 hours, and here's what happens:
A staff member takes over a conversation → the AI pauses.
6 hours pass with the setting untouched.
The agent automatically resumes and continues supporting the customer once the customer interacts with the conversation again.
Manually Controlling the
Prefer that staff decide when the AI comes back? Turn Automatically resume AI after staff take over off. With the setting disabled, the AI stays paused until a staff member manually re-enables it.