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 your Inbox 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 support agent to stay paused.
Choose hours or days.
Save Changes.
Once enabled, the support agent 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 support agent pauses.
6 hours pass with the setting untouched.
The support agent automatically resumes and continues supporting the customer once the customer interacts with the conversation again.
Manually Controlling the Support Agent
When this setting is disabled in your AI Customization settings, the support agent stays paused after a staff member takes over the conversation. It won't automatically jump back in; your team decides when it should resume by manually re-enabling it.
Once re-enabled, the support agent picks the conversation back up when the customer reaches out again.
Managing the Support Agent From a Customer Profile
You can also control the support agent directly from an individual conversation:
Open the customer's profile.
In the top-right corner, find the AI is enabled indicator and click it.
Choose one of the options:
Disable — turn the support agent off for this conversation.
Pause till tomorrow — pause until the next day.
Pause for 2 days — pause for a fixed two-day window.
Go to settings — jump to the AI Customization settings to adjust the automatic resume behavior.
This gives your team a quick way to manage the support agent on a single conversation without changing your account-wide settings.