Open Customize and select the AI Settings tab. The top card controls whether your AI replies to customers.
It shows one of two statuses:
- Your AI is answering customers
- Your AI is paused
Turn AI off
Select the switch. A dialog appears: Turn off AI for live conversations? Select Turn off AI to confirm.
When AI is off:
- Your chat widget still appears on your site.
- Customers can still send messages.
- No messages are answered automatically.
- Every new message waits for a human reply.
- Conversations remain in Conversations until someone responds.
Use this when you want to handle conversations yourself, for example during a busy weekend or while updating your knowledge base.
This applies to all conversations.
Turn AI on
Select the switch again to turn AI back on.
Automatic replies resume right away, including for conversations received while AI was off.
On the free plan
On a free account you can set everything up and test privately, but the assistant will not reply to real customers. See Plans and what each one includes.
Turn AI off one conversation at a time
If you want to stop AI in just one conversation while leaving it on everywhere else, use the AI replies toggle inside that conversation. See Take over and reply yourself.
If AI turned off unexpectedly
You may not have turned it off yourself.
AI replies also stop if:
- you run out of messages for the month, or
- a payment fails.
Your dashboard will tell you which one happened. See My AI has stopped replying.