Smart Conversation Control & AI Response Management
A comprehensive suite of conversation management tools that gives admins full control over AI behavior — enabling manual override, blocking unwanted auto-responses, and ensuring seamless human-AI collaboration within the dashboard.
Highlights
- Manual reply window: agents can respond to customers within a 24-hour window, temporarily pausing AI responses
- AI echo prevention: eliminates duplicate or mirrored AI responses to ensure natural conversation flow
- Blocked messages list: define specific messages or keywords that the AI is strictly prohibited from responding to
- Customer-level AI restriction: certain customers require manager approval before any AI or agent reply is sent
- AI image understanding: the AI can now read, analyze, and intelligently respond to image messages
- Manager-to-customer direct messaging: managers can communicate with customers directly through the dashboard interface
- Auto-pause AI on manager reply: when a manager responds via the dashboard, AI responses are automatically paused for a configurable duration