Hours and limits
You set the frame: when the agent is online, on which channels, how far it goes alone, and how to pause it in one move.
The agent is autonomous, but within the boundaries you set. These settings live in the agent editor: you decide when it is online, on which channels, how far it goes on its own, and how to pause it.
An agent that answers around the clock
By default, your agent replies continuously, day and night, weekends included. That is the whole point: a customer who writes at 11 PM gets a real answer, not an out-of-office message. So the settings below are less about switching the agent on than about bounding its activity when you want to.
Online, offline, and test mode
Two switches control the agent's availability, in its Settings tab:
- "Agent online": when on, the agent answers customers on the connected channels. When off, it stays silent everywhere.
- "Test" / "Prod" mode: in Test, only the test users you have declared receive replies, which lets you try out an agent without exposing it to real customers. In Prod, it answers everyone.
Keep a new agent in Test mode while you validate its answers, then switch to Prod once you feel confident.
Turn it on channel by channel
An agent is tied to specific channels. So you can let it answer where you are ready, and keep other channels handled by humans: for example, AI on Instagram and Messenger, email for your team. Connecting or disconnecting an agent from a channel is done in its configuration, without touching anything else.
Caps and safeguards
Three levers bound what the agent does on its own:
| Cap | What it bounds |
|---|---|
| Daily quota | The maximum number of messages sent per day. Once reached, the agent stops until the next day. |
| Safeguards | The sensitive actions, payment, refund, firm commitment, that it never takes alone: it hands off to a human. |
| Response delay | The time it waits to group messages sent in quick succession before replying in one go. |
Safeguards are described in the agent's instructions and through the skills you give it. Anything beyond them goes to your team, see Handoff to a human.
Pause or stop
For a single conversation, just take over from the thread's "AI" switch. To cut everything at once, the Settings tab offers an "Emergency stop": a button that asks for confirmation, then silences the agent across all conversations. A "Reactivate" button turns it back on whenever you decide.
It silences the agent for all your customers, not just one conversation. Save it for emergencies, and remember to reactivate afterward.
Outside business hours
Since the agent answers continuously, evenings and weekends are covered: it handles what it knows how to handle. On a case that needs a human, it does not leave the customer without news: it sends a holding message and alerts your team, who pick the conversation back up first thing. Exchanges left inactive can also close on their own after a delay you set, to keep your inbox clean.