Sometimes you want the AI Assistant to stay out of one specific conversation – a customer who insists on talking to a human, or a sensitive situation you’d rather handle personally. The per-conversation toggle gives you that control without affecting any other conversation.
Where to find the toggle
- Open Inbox from the left-hand sidebar menu.
- Open the conversation you want to manage.
- In the conversation header you’ll find the AI toggle (bot icon with a switch). When it’s off, an AI off label appears so it’s always clear at a glance.
The toggle applies to this contact only – the AI Assistant continues working normally in all other conversations.
What happens when you switch AI off
- Pending drafts are cancelled. Any reply the AI had prepared for this conversation is discarded and will not be sent.
- You reply as a human, normally. The composer works like a regular conversation – your messages send directly, and nothing you send triggers an AI response.
- Flagged questions stay visible. If the AI had flagged questions for a human, they remain as reminders of what’s unanswered. Answering them sends as a normal message and clears the flag.
- Your answers still teach the assistant. Replies to flagged questions are saved to your AI Knowledge Base, so the assistant learns the answer even though it isn’t replying in this conversation.
What happens when you switch AI back on
The AI Assistant picks up fresh: it responds to new messages from that point forward and never goes back to process old messages from while it was off.
Good to know
- The toggle overrides everything else for that contact: even in Auto Reply mode, the AI stays out of conversations where you’ve switched it off.
- To control which types of contacts the AI engages with across your whole Inbox (leads, current customers, past customers), use the Target audience section in AI Assistant Settings instead.