Control when your agent replies on a channel

Each channel has its own settings for whether your agent replies to customers there, and when it steps back to let your team handle things. You find them on the channel’s own page.

Open the channel page

In Settings, open Channels under the AI section. Your channels are listed as cards, each showing the channel’s status, the agent linked to it, and a switch to turn it on or off. Click Manage on a card to open that channel’s page.

Choose whether the agent replies

In the Agent status section, pick one of two modes from the Agent replies list, Active or Observe:

Mode	What happens
Active	Your agent replies to every incoming message on this channel.
Observe	Messages reach Conversations and are summarized and categorized, but your agent never replies.

Then click Save changes.

Tip

Observe is a good way to start: let your agent see your real conversations, test it in Try your agent, and switch to Active once you are happy with its answers. New WhatsApp channels start in Observe automatically, and a notice in the portal reminds you to activate the agent when you are ready.

Set how long the agent pauses after your team steps in

When you or a teammate replies to a customer, the agent stops replying on that conversation for a while so it does not talk over you. Set this in Human hold window (hours), then click Save changes.

• The default is 24 hours and the maximum is 168 hours (one week).
• The pause applies to that one conversation only. The agent keeps working on all the others.
• You can hand a conversation back to the agent before the window ends from the conversation itself. See Reply to a customer and hand the conversation back to the AI.

TODOScreenshot coming soonChannel page: Agent status section with the Agent replies list, the Human hold window field, and Save changes

Rename the channel or change its agent

At the top of the channel page, edit the Name or pick a different agent from the Agent list, then click Save changes.

Turn a channel on or off, or delete it

At the bottom of the channel page (you can also use the switch on the channel’s card for a quick on or off):

• Deactivate: stops the channel without deleting it. Bring it back later with Activate.
• Test: checks the channel’s connection (shown on WhatsApp and Telegram channels).
• Delete: removes the channel for good.

Caution

If your WhatsApp connection has a problem, do not delete the channel. Reconnect the same number so you keep your conversation history. See Connect your WhatsApp Business number.

Channel statuses

Status	What it means
Active	The channel is working and receiving messages.
Pending	The channel is not in use right now, for example a second WhatsApp number after you activated another one.
Configuring or Testing	The connection is not finished yet.
Error	The channel could not connect. Open it and click Test to see why.
Disabled	You turned the channel off with Deactivate.