Keep some topics for yourself

Your agent answers everything except what you keep for yourself. You can keep one topic, a whole area, or a whole channel.

Name a topic you’ll handle yourself

Some questions you’d always rather answer: a buyer who wants to bargain, a made-to-order request, a member asking to pause their plan.

1. Go to AI Studio › Agents and click Manage on the agent that would normally answer it.
2. Add a hand-over rule that names the topic in plain words, such as “price negotiations” or “custom and made-to-order requests”, and save it.
3. From the next message, chats about that topic come to you with a summary. Your agent keeps answering everything else.

Every hand-over rule is listed in Settings & team › Routing, under Rules.

Hand over a whole area

Each agent owns an area. Pause the agent, and every chat in its area comes to you while the others carry on:

• Sales & Commerce — product questions, taking orders and sending payment links, enquiries like bulk or custom orders, and replies to comments on your posts and to your stories.
• Support & Resolution — “where’s my order?”, payment checks on an order and returns, questions it answers from what you taught it, and complaints.
• Feedback & Reputation — reviews and feedback.
• Booking & Events — making, changing or cancelling a booking.
• Calls — the WhatsApp message after a call you missed. Pausing it doesn’t hand anything to you; it stops those messages.

To pause one, click Manage on its card in AI Studio › Agents, then Pause. Its card then says Paused. To switch it back on, click Start on the card and finish the steps with Start and the agent’s name.

What the customer sees

If any part of a message belongs to a topic you’ve kept, your agent doesn’t answer it. It hands the chat to your team and the customer is told a person will reply, in their own language.

If your agent isn’t sure whether a message belongs to a kept topic, it hands it over to be safe. Simple look-ups still get answered, such as a customer checking an existing booking or a reward code they already have.

Keep an area to one channel

Say you want Sales & Commerce to sell on Instagram, but you’d rather take WhatsApp orders yourself:

1. Click Manage on Sales & Commerce and open Name, instructions and versions.
2. Under Channels, tick Instagram only. Leave both unticked to use every connected channel.
3. Click Save draft, then Publish saved draft. If you see Add to team instead, tick the channel and click Add to team.

On WhatsApp, sales chats now come to you.

Already yours

• Discounts — in Settings & team › AI controls, keep Discounts without approval off and your agent tells the customer it will check with your team.
• Big orders — turn on Payment link limit in the same place.
• Refunds and returns are never your agent’s job. They always stay with you.
• Collaboration requests from creators and brands, and questions asking for medical, legal or financial advice, come straight to you.