دليل المنتج

إعدادات الرد الآلي

Enable and control AI auto-replies globally and per-contact — configure when AI responds, when to hand off, and how to interact with AI in the inbox.

AI Reply Settings

Purpose

AI Reply Settings control when and how your AI Agents respond to incoming messages. You can enable AI globally or per-channel, override settings for individual contacts, and configure handoff conditions for seamless human takeover.

Who Can Access

Requirement	Details
Permission	`manage_ai_writer` for global settings
Permission	`manage_chat` for per-contact overrides
Plan	Pro or higher with AI features

Prerequisites

Pro plan or higher with AI features
At least one AI Agent configured
manage_ai_writer permission for global settings
For per-contact: manage_chat permission

Full Walkthrough

Enabling Global AI Auto-Reply

Navigate to AI Assistant → AI Settings
Find AI Auto-Reply toggle
Switch to ON
All channels will use AI auto-reply by default
Select a Default AI Agent

Configuring Per-Channel AI

Each connected channel can have its own AI settings:

Find the Channel-Specific Settings section
For each channel:
- Toggle AI ON or OFF
- Select which Agent to use
- Override the global default if needed

Example configuration:

Channel	AI Enabled	Agent
WhatsApp	✓ ON	Sales Assistant
Telegram	✓ ON	Support Agent
Instagram	✓ ON	Sales Assistant
Web Chat	✗ OFF	—

Per-Contact AI Control in Inbox

Override AI settings for individual contacts:

Open a conversation in the Inbox
Find the AI section in the right panel
Options:
- Use default — Follows global/channel settings
- AI On — Force AI to respond
- AI Off — Disable AI for this contact
- Specific Agent — Use a different agent

Assigning a Specific Agent to a Contact

Open the conversation
In the right panel, find Assigned Agent
Click to open dropdown
Select the desired agent
This contact will always use this agent

Pausing AI for a Conversation

When you need to take over manually:

Open the conversation
Click Pause AI button (or toggle)
AI stops responding to this contact
The pause badge appears on the conversation
Send your manual response

Resuming AI

After manual intervention:

Open the paused conversation
Click Resume AI button
AI will respond to the next incoming message
Badge is removed

Handoff Configuration

Understanding Handoff

Handoff is when AI transfers a conversation to a human agent. This can happen:

Automatically based on triggers
Manually when AI detects it cannot help
On customer request

Configuring Handoff Triggers

Navigate to AI Settings
Find Handoff Settings
Enable desired triggers:

Trigger	Description
Customer requests human	Keywords like "speak to human", "real person"
Frustration detected	Negative sentiment analysis
Low confidence	AI unsure how to respond
Message limit	After X messages without resolution
Specific keywords	Custom trigger words you define

Handoff Notification

When handoff occurs:

Team members receive notification
Conversation appears in "Needs Attention" queue
AI sends handoff message to customer
Human agent takes over

Customizing Handoff Message

The message sent when AI hands off:

Default: "I'll connect you with one of our team members who can better assist you. 
They'll be with you shortly."

To customize:

Go to AI Settings → Handoff Settings
Edit the Handoff Message field
Save changes

Inbox AI Controls

AI Status Indicators

In the conversation list:

Indicator	Meaning
🤖 Robot icon	AI is handling this conversation
👤 Person icon	Human is handling
⏸️ Pause icon	AI is paused for this contact
⚡ Lightning	AI responded recently

Quick Actions

In the conversation header:

Button	Action
Pause AI	Stop AI from responding
Resume AI	Let AI respond again
Assign Agent	Change which AI agent handles
Take Over	Pause AI and respond manually

AI Response History

View what AI has done:

Open a conversation
AI-generated messages are labeled
Click View AI context to see:
- Knowledge Base sources used
- Agent instructions applied
- Confidence level

Field & Control Glossary

Global Settings

Setting	Type	Default	Description
AI Auto-Reply	Toggle	OFF	Master switch for AI responses
Default AI Agent	Dropdown	First agent	Agent for new conversations

Channel Settings

Setting	Type	Description
Enable AI	Toggle	Turn AI on/off for this channel
AI Agent	Dropdown	Override agent for this channel
Use Global	Option	Inherit from global settings

Per-Contact Settings

Setting	Type	Description
AI Mode	Dropdown	Default / On / Off
Assigned Agent	Dropdown	Specific agent override
AI Status	Display	Current AI handling status

Handoff Settings

Setting	Type	Description
Auto-Handoff	Toggle	Enable automatic handoff
Triggers	Checkboxes	Conditions that trigger handoff
Handoff Message	Textarea	Message sent during handoff
Notify Team	Toggle	Send notifications on handoff

Statuses & Badges

Conversation AI Status

Status	Badge	Meaning
AI Active	🟢 Green robot	AI will respond to messages
AI Paused	🟡 Yellow pause	AI temporarily disabled
AI Off	⚪ Gray	AI disabled for this contact
Human Handling	👤 Person	Team member is responding
Handoff Pending	🔴 Red	Waiting for human takeover

Response Attribution

Label	Meaning
"AI"	Response generated by AI
"via Sales Assistant"	Which agent generated it
"Suggested"	AI draft for human review

Nested Screens

Per-Contact AI Settings Panel

┌─────────────────────────────────────────────────────────────────┐
│ AI Settings for Sara Hassan                                 [X] │
├─────────────────────────────────────────────────────────────────┤
│                                                                  │
│ AI Auto-Reply                                                   │
│ ┌─────────────────────────────────────────────────────────────┐ │
│ │ ○ Use default (currently: ON)                               │ │
│ │ ○ Always ON — AI responds to all messages                   │ │
│ │ ● OFF — Only humans respond                                 │ │
│ └─────────────────────────────────────────────────────────────┘ │
│                                                                  │
│ Assigned AI Agent                                               │
│ ┌─────────────────────────────────────────────────────────────┐ │
│ │ Support Agent                                             ▼ │ │
│ └─────────────────────────────────────────────────────────────┘ │
│                                                                  │
│ Handoff Status                                                  │
│ ┌─────────────────────────────────────────────────────────────┐ │
│ │ ☐ Block AI permanently (always require human)               │ │
│ │ ☐ VIP treatment (faster handoff)                            │ │
│ └─────────────────────────────────────────────────────────────┘ │
│                                                                  │
│ Notes:                                                          │
│ ┌─────────────────────────────────────────────────────────────┐ │
│ │ Customer prefers speaking with humans. Disable AI for all   │ │
│ │ future conversations.                                        │ │
│ └─────────────────────────────────────────────────────────────┘ │
│                                                                  │
│                              [Cancel]  [Save Settings]           │
└─────────────────────────────────────────────────────────────────┘

┌─────────────────────────────────────────────────────────────────┐
│ Configure Handoff                                           [X] │
├─────────────────────────────────────────────────────────────────┤
│                                                                  │
│ When should AI hand off to a human?                             │
│                                                                  │
│ ☑ Customer explicitly requests human                            │
│   Keywords: "human", "real person", "speak to someone"          │
│   [Edit keywords...]                                            │
│                                                                  │
│ ☑ Frustration or negative sentiment detected                    │
│   Triggers on: anger, frustration, repeated questions           │
│                                                                  │
│ ☑ AI confidence is low                                          │
│   Threshold: [Medium ▼] (50-70% confidence)                     │
│                                                                  │
│ ☐ After maximum messages without resolution                     │
│   Message limit: [5] messages                                   │
│                                                                  │
│ Handoff Message                                                 │
│ ┌─────────────────────────────────────────────────────────────┐ │
│ │ I'll connect you with one of our team members who can       │ │
│ │ better assist you. They'll be with you shortly.             │ │
│ └─────────────────────────────────────────────────────────────┘ │
│                                                                  │
│                              [Cancel]  [Save Configuration]      │
└─────────────────────────────────────────────────────────────────┘

How It Connects

Feature	Relationship
AI Agents	Settings control which agent responds
Knowledge Base	AI uses KB content for all responses
Inbox	AI status visible in conversation UI
Team	Handoff notifies team members
Channels	Each channel can have unique AI settings
Contacts	Per-contact overrides stored on contact

Limits & Plan Behavior

Feature Availability

Feature	Pro	Business	Enterprise
Global AI toggle	✓	✓	✓
Per-channel settings	✓	✓	✓
Per-contact overrides	✓	✓	✓
Custom handoff triggers	—	✓	✓
Sentiment analysis	—	✓	✓
AI confidence thresholds	—	✓	✓