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Onboarding · Bot Rules
Manual Chat Control
& Bot Rules
How and when to take manual control of an AI-driven conversation, what happens to the bot when you do, and how to hand the conversation back.
15steps
5sections
18hauto re-activation window
Default state
AI Bot — ON
During manual takeover
AI Bot — OFF
Overview
When to take manual control
The AI chatbot is ON by default for most contacts and communication channels. It goes OFF only when a staff member or manager takes manual control of the conversation.
Manual takeover is typically needed for one of three reasons:
a
Client requests human contact
The client asks to stop talking to the bot and connect personally with a sales staff member.
b
The bot made a mistake
A quick fix is needed for incorrect information or an error the bot gave the client.
c
The issue is too complex
The client's question is too complicated or sensitive for the AI to handle.
💡
Inside the app vs. outside the app
Replying directly inside the GEAI application immediately switches the bot OFF and hands control to you. Replying from Instagram DMs or any other channel outside the GEAI app does NOT switch the bot off — it will keep responding and may duplicate or contradict your reply.
How To
Reply Manually Inside the App
1
2
Reply within the app
Click the 'Type a message' field. Make sure you're replying via the same communication channel the client used, then reply within the app.
3
Send your reply
Type your manual reply and click Send.
⏱️
Auto-reactivation
After a manual intervention, the bot automatically switches back ON after an 18-hour window — no action needed unless you want it back sooner (see switching it on manually below).
Good to Know
Identifying Bot vs. Human Messages
Bot messages usually show a (?) icon or a robot logo, while human replies show the sender's initials on their profile icon.
Real Examples
Example Scenarios for Switching the Bot OFF
aClient requests human contact
“Connect me with my sales rep, please”
bThe bot made a mistake
The bot should have replied in Chinese, but a human agent had to take over the conversation to correct it.
cClient issues are complex
The customer's question is too complicated or sensitive for the AI to handle on its own.
How To
Manually Switch the AI Bot ON
To reactivate the bot manually and bypass the automatic 18-hour window, follow these steps:
1
Open contact details
Inside the Client Conversations tab, go to the top right corner and click the profile picture to open the contact details.
2
Toggle AI OFF
In the top left, find the 'AI BOT' option. Switch it from AI ON to AI OFF if that's what you need.
3
Toggle AI back ON
After replying to the lead, switch the bot back on by clicking 'AI ON'.
