Skip to main content

Bot Toggle

What you'll learn
  • How to enable or disable the AI bot for individual conversations
  • When to take over a conversation from the bot
  • How the company-level "Desativar robo de atendimento" setting works
  • Best practices for human-to-bot handoff

The Bot Toggle gives you direct control over whether the AI agent responds automatically in a specific conversation. When the bot is enabled, it handles incoming messages on its own. When you disable the bot, only human team members can respond. This toggle is the key mechanism for seamless handoff between the AI agent and your team.

Toggling the bot on or off​

  1. Open a conversation from the Conversas list.
  2. Locate the bot toggle control in the conversation header or details panel.
  3. Click the toggle to switch the bot on (AI responds automatically) or off (only humans respond).

The change takes effect immediately. If you turn the bot off while a client is waiting, the bot stops responding and you take over the conversation.

When to disable the bot​

There are several common scenarios where turning off the bot makes sense:

  • Complex or sensitive issues -- The client has a problem that requires human judgment, empathy, or decision-making that the AI cannot handle adequately.
  • Active human conversation -- You are already engaged in a back-and-forth with the client and do not want the bot to interject with automated responses while you are typing.
  • Escalation requests -- The client has explicitly asked to speak with a human.
  • Special negotiations -- Pricing discussions, contract terms, or complaint resolution that require a personal touch.

When to re-enable the bot​

After resolving the issue that required human attention, you can toggle the bot back on. This is useful when:

  • The conversation returns to routine inquiries that the bot handles well (FAQs, scheduling, status checks).
  • The client's question has been resolved and you want the bot to handle any future follow-ups.
  • Your shift is ending and you want the bot to maintain responsiveness outside business hours.

Company-level bot setting​

In addition to the per-conversation toggle, there is a company-wide setting called "Desativar robo de atendimento" (Disable service bot), found in your company settings. When this setting is activated:

  • The AI bot is disabled across all conversations for the entire company.
  • Individual conversation toggles are overridden -- the bot will not respond anywhere.
  • This is useful during system maintenance, training periods, or when your team prefers fully manual handling.

To re-enable the bot company-wide, return to the company settings and deactivate this option.

tip

When you take over a conversation from the bot, always disable the bot toggle first. This prevents the AI from sending automated responses at the same time you are composing a reply, which can confuse the client.

Next steps​