Switch to Bot Mode - Hand a Conversation Back to Automation
Return a conversation to your automated bot so it resumes handling replies, after a human agent has stepped in.
Overview
When an agent replies to a customer, the conversation moves to human mode and the bot stops responding. Switch to Bot Mode hands the conversation back to your automated bot so it can resume answering, useful once the human part of the request is done.
When to use it
- The customer's question is handled and routine follow-ups can be automated again
- You stepped in to help and now want the bot to take over the rest of the flow
- You want automation to continue qualifying or routing the customer
Switch a conversation to Bot Mode
- Open the conversation in the inbox
- Click Switch to Bot Mode (the robot icon in the conversation toolbar)
- Confirm on the prompt, "Are you sure you want to switch to Bot Mode?"
- The bot resumes handling the conversation
Note: After switching, the bot answers new customer messages automatically. If you need to step back in, just reply again to return the conversation to human mode.