Pause the bot for one customer
Stop the bot from replying to one customer for 24 hours or until you resume it, so you can chat with them yourself.
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What it does
Pausing the bot makes it go quiet for one customer. Everyone else still gets bot replies. While the bot is paused, you can talk to that customer yourself without the bot jumping in.
When to use it
Glow Beauty Salon
A customer asks for a bridal package with a trial. Priya wants to talk to her personally for a day or two, so she pauses the bot for that customer only.
Steps
Open the customer's chat
Open Replies in the menu and tap the customer's conversation. At the top of the chat you'll see Bot active next to a Bot options button.
Pause the bot
Tap Bot options and choose Pause 24h (the bot starts again by itself after 24 hours) or Pause indefinitely (it stays off until you resume it). The top of the chat now says Bot paused until … or Bot paused indefinitely, and the customer shows a Bot paused badge in the list.
Switch the bot back on
Tap Bot options → Resume bot. You can also tap Resume bot on the customer's row in Customers.
Example
storefrontGlow Beauty Salon
Priya taps Bot options → Pause indefinitely for the bride-to-be, chats with her for two days, and then taps Bot options → Resume bot once the booking is done.
Good to know
- When you or your staff send a reply from Replies, the bot pauses for that customer for 24 hours by itself.
- Pausing affects only that customer. To stop the bot for everyone, use Disconnect in Settings → WhatsApp connection.
- To pause automatically whenever a customer asks for a person, see Let customers talk to a person.
Related
- Reply to customers yourselfRead every WhatsApp chat in Replies, answer customers yourself, and pause the bot when you want to take over.
- Let customers talk to a personGet an alert when a customer needs a real person, tell them someone will reply, and see who is waiting in Replies.
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