When a chat agent is handling a conversation, you can control whether the AI continues responding or hands off to a human.Documentation Index
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Pause indicator
When a conversation is paused, a banner appears at the top of the timeline showing:- Why the AI was paused
- When it will auto-reactivate (if configured)
- An Unpause AI button to resume immediately
Pause reasons
The AI can be paused automatically or manually:| Reason | What happened |
|---|---|
| Manual message | A team member sent a message in the conversation |
| Keyword trigger | The contact used a protection keyword (e.g., “manager”, “human”) |
| Escalation | The contact requested to speak with a human |
| Appointment booked | A calendar booking was completed |
| Max messages | The conversation hit the message limit |
Resuming AI
Manual
Click Unpause AI in the pause banner to let the agent start responding again immediately.Automatic
If the agent has auto-reactivate configured (set in the agent’s Settings tab), the AI resumes after the specified time. The banner shows a countdown. For example, if auto-reactivate is set to 30 minutes, the AI pauses when a team member sends a message and resumes 30 minutes later if no further manual messages are sent.How it works with manual replies
When you send a message from Unibox while an AI agent is active on the conversation:- The AI pauses automatically (if “Pause AI after manual message” is enabled on the agent)
- The pause banner appears with the reason
- You handle the conversation manually
- Either click Unpause AI or wait for auto-reactivate
Configuring pause behavior
Pause settings are configured per agent, not per conversation. Go to the agent’s Settings tab to adjust:- Whether to pause after manual messages
- Auto-reactivate timing
- Protection keywords that trigger a pause
- Whether to pause after escalation or appointment booking