#1908-separate Pause Options -

Admin.

1 day ago

Hello

Currently, when an operator enters a conversation, all automations pause — including AI responses and BotReply flows. While this is useful to stop the AI from continuing the conversation, it causes unexpected interruptions when BotReply flows should continue, such as for transactional or timed messages.

This behavior leads to confusion for clients who expect certain actions (e.g., order confirmations, redirects, or conditional replies) to continue working while the operator is present.

Suggestion:

Introduce independent pause controls:

✅ Pause AI Responses✅ Pause BotReply Flows

This way, we could:

Pause only the AI and allow BotReply to continuePause everything (current behavior)Or pause only BotReply if needed (rare, but possible)

In cases where human agents enter the chat, the system could default to full pause, but allow override or configuration depending on the business need.

This flexibility would reduce client confusion and improve experience for businesses using mixed automation (AI + BotReply).

Would love to hear if this is possible or being considered!