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Bot Status for Individual Contacts

Learn how to pause, sleep, or disable Conversation AI for one contact. Control AI replies per contact, coordinate with workflows, and avoid unwanted messages.

4 min read843 words6 explained imagesUpdated Tue, 16 Jun at 7:52 AM
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  1. Key Benefits of Bot Status for Individual Contacts
  2. Bot Status Options
  3. When Conversation AI May Automatically Become Inactive
  4. How to Update Bot Status for an Individual Contact
  5. Frequently Asked Questions
  6. Related Articles

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Bot Status for Individual Contacts gives your team more control over when Conversation AI should respond, pause, or stay inactive for a specific contact. This article explains how to manage bot status from the Conversations tab, how each status works, and when Conversation AI may automatically become inactive or ent

TABLE OF CONTENTS

What is Bot Status for Individual Contacts

Bot Status for Individual Contacts helps teams manage Conversation AI based on the needs of each contact conversation.

Instead of turning Conversation AI on or off for every contact, users can update the bot status for one conversation while other contacts keep their current AI behavior. This contact-level control is available from the message composer in the Conversations tab, and status changes apply only to the selected contact conversation.

This feature is only available Suggestive or Auto-Pilot mode. If the bot status icon is not visible in the message composer, confirm that Conversation AI is enabled for the sub-account and that the bot is using one of these supported modes

Key Benefits of Bot Status for Individual Contacts

  • Contact-Level Control: Update Conversation AI status for one contact without changing bot behavior for every other contact.

  • Temporary Pausing: Snooze Conversation AI for a selected amount of time so it can automatically reactivate later.

  • Permanent Inactive Option: Keep Conversation AI inactive for a contact until someone manually turns it back on.

  • Improved Conversation Accuracy: Prevent AI from responding in conversations where manual review, opt-out handling, or special attention is needed.

  • Flexible AI Management: Use Conversation AI differently across contacts based on each conversation’s context.

Bot Status Options

Each bot status determines how Conversation AI behaves for the selected contact. Understanding these options helps you choose whether AI should continue responding, pause temporarily, or stop engaging with that contact.

  • Active:The bot will respond to all incoming messages.
  • Inactive:The bot remains off until manually reactivated.
  • Sleep/Snooze: The bot is temporarily paused, either manually or because configured bot behavior puts it to sleep. For example, the bot can sleep when the Manual Message or Workflow Message sleep control is enabled, or when message limits are reached. Users can set a specific time for the bot to automatically wake up and start responding again.

When Conversation AI May Automatically Become Inactive

Conversation AI status can change automatically depending on contact behavior, bot settings, and account configuration. Conversation AI may become inactive for a contact when:

  • A contact replies with an opt-out keyword such as “STOP.”

  • The bot reaches the maximum configured AI message limit.

  • A user sends a manual message and bot sleep settings are configured to pause AI after manual replies.

  • A workflow sends a message or updates the Conversation AI bot status.

  • Advanced Conversation AI settings are configured to send the bot to sleep during human handoff scenarios.

When Conversation AI May Automatically Become Inactive (image 1 of 6) What this shows A contact replies with an opt-out keyword such as “STOP.” The bot reaches the maximum configured AI message limit. What this shows Illustrates the "When Conversation AI May Automatically Become Inactive" section of "Bot Status for Individual Contacts". This screenshot appears in the "When Conversation AI May Automatically Become Inactive" section of "Bot Status for Individual Contacts". The text alongside this image reads: A contact replies with an opt-out keyword such as “STOP.” The bot reaches the maximum configured AI message limit. A user sends a manual message and bot sleep settings are configured to pause AI after manual replies. A workflow sends a message or updates the Conversation AI bot status. Advanced…. This part of the guide covers 1 field, listed below. Immediately after, the guide continues: Go to Conversations and open the conversation for the contact you want to update. Locate the Conversation AI status icon in the message composer area. The icon may show that Conversation AI is currently active, inactive, or sleeping…. Image 1 of 6 What this coversA contact replies with an opt-out keyword such as “STOP.” The bot reaches the maximum configured AI message limit. A user sends a manual message and bot sleep settings are configured to pause AI after manual replies. A workflow sends a message or updates the Conversation AI bot status. Advanced Conversation AI settings are configured to send the bot to sleep during human handoff scenarios.
Fields in this part of the guide A contact replies with an opt-out keyword such as “STOP.”
Next stepGo to Conversations and open the conversation for the contact you want to update. Locate the Conversation AI status icon in the message composer area. The icon may show that Conversation AI is currently active, inactive, or sleeping. Click the Conversation AI status icon and choose the desired status: Active to allow Conversation AI to respond or suggest replies based on the configured mode. Inactive to turn Conversation AI off for the contact. (Select Inactive if you want to use Sleep/Snooze to temporarily pause Conversation AI for the contact.) If setting the status to Sleep/Snooze, select Inactive. Then choose when Conversation AI should reactivate by checking Reactive bot after and selecting a duration in minutes, hours, or days. Leave automatic reactivation unchecked if the bot should remain inactive until manually reactivated. Apply the change by clicking out of the module. Confirm that the status icon updates in the message composer for that contact.
All 5 steps in this procedure
  1. A contact replies with an opt-out keyword such as “STOP.”
  2. The bot reaches the maximum configured AI message limit.
  3. A user sends a manual message and bot sleep settings are configured to pause AI after manual replies.
  4. A workflow sends a message or updates the Conversation AI bot status.
  5. Advanced Conversation AI settings are configured to send the bot to sleep during human handoff scenarios.

How to Update Bot Status for an Individual Contact

  1. Go to Conversations and open the conversation for the contact you want to update.

    Step 1 of 5: Go to Conversations and open the conversation for the contact you want… What this shows Step 1 of 5: Go to Conversations and open the conversation for the contact you want to update. What this shows Shows where to go for step 1 of 5 in the "How to Update Bot Status for an Individual Contact" section of "Bot Status for Individual Contacts". This screenshot accompanies step 1 of 5 in the "How to Update Bot Status for an Individual Contact" section of "Bot Status for Individual Contacts". At this point in the walkthrough you go to Conversations and open the conversation for the contact you want to update. The next step is to locate the Conversation AI status icon in the message composer area. The icon may show that Conversation AI is currently active, inactive, or sleeping. Step 1 of 5Image 2 of 6 Where to goGo to Conversations and open the conversation for the contact you want to update.
    Buttons and menus referenced ConversationsActiveInactiveSleep/SnoozeReactive bot after
    Next stepLocate the Conversation AI status icon in the message composer area. The icon may show that Conversation AI is currently active, inactive, or sleeping.
    All 5 steps in this procedure
    1. Go to Conversations and open the conversation for the contact you want to update. this image
    2. Locate the Conversation AI status icon in the message composer area. The icon may show that Conversation AI is currently active, inactive, or sleeping.
    3. Click the Conversation AI status icon and choose the desired status: Active to allow Conversation AI to respond or suggest replies based on the configured mode. Inactive to turn Conversation AI off for the contact. (Select Inactive if you want to use Sleep/Snooze to temporarily pause Conversation AI for the contact.)
    4. If setting the status to Sleep/Snooze, select Inactive. Then choose when Conversation AI should reactivate by checking Reactive bot after and selecting a duration in minutes, hours, or days. Leave automatic reactivation unchecked if the bot should remain inactive until manually reactivated.
    5. Apply the change by clicking out of the module. Confirm that the status icon updates in the message composer for that contact.
  2. Locate the Conversation AI status icon in the message composer area. The icon may show that Conversation AI is currently active, inactive, or sleeping.
    Step 2 of 5: Locate the Conversation AI status icon in the message composer area… What this shows Step 2 of 5: Locate the Conversation AI status icon in the message composer area. What this shows Shows what this covers for step 2 of 5 in the "How to Update Bot Status for an Individual Contact" section of "Bot Status for Individual Contacts". This screenshot accompanies step 2 of 5 in the "How to Update Bot Status for an Individual Contact" section of "Bot Status for Individual Contacts". At this point in the walkthrough you locate the Conversation AI status icon in the message composer area. The icon may show that Conversation AI is currently active, inactive, or sleeping. The next step is to click the Conversation AI status icon and choose the desired status: Active to allow Conversation AI to respond or suggest replies based on the configured mode. Inactive to turn Conversation AI off for the contact. (Select Inactive if you want to use Sleep/Snooze to temporarily pause Conversation AI for the contact.). Step 2 of 5Image 3 of 6 What this coversLocate the Conversation AI status icon in the message composer area. The icon may show that Conversation AI is currently active, inactive, or sleeping.
    Buttons and menus referenced ConversationsActiveInactiveSleep/SnoozeReactive bot after
    Next stepClick the Conversation AI status icon and choose the desired status: Active to allow Conversation AI to respond or suggest replies based on the configured mode. Inactive to turn Conversation AI off for the contact. (Select Inactive if you want to use Sleep/Snooze to temporarily pause Conversation AI for the contact.)
    All 5 steps in this procedure
    1. Go to Conversations and open the conversation for the contact you want to update.
    2. Locate the Conversation AI status icon in the message composer area. The icon may show that Conversation AI is currently active, inactive, or sleeping. this image
    3. Click the Conversation AI status icon and choose the desired status: Active to allow Conversation AI to respond or suggest replies based on the configured mode. Inactive to turn Conversation AI off for the contact. (Select Inactive if you want to use Sleep/Snooze to temporarily pause Conversation AI for the contact.)
    4. If setting the status to Sleep/Snooze, select Inactive. Then choose when Conversation AI should reactivate by checking Reactive bot after and selecting a duration in minutes, hours, or days. Leave automatic reactivation unchecked if the bot should remain inactive until manually reactivated.
    5. Apply the change by clicking out of the module. Confirm that the status icon updates in the message composer for that contact.

  3. Click the Conversation AI status icon and choose the desired status:
    Active to allow Conversation AI to respond or suggest replies based on the configured mode.
    Inactive to turn Conversation AI off for the contact. (Select Inactive if you want to use Sleep/Snooze to temporarily pause Conversation AI for the contact.)

    Step 3 of 5: Click the Conversation AI status icon and choose the desired status… What this shows Step 3 of 5: Click the Conversation AI status icon and choose the desired status: Active to allow Conversation AI to respond or suggest replies based… What this shows Shows what to choose for step 3 of 5 in the "How to Update Bot Status for an Individual Contact" section of "Bot Status for Individual Contacts". This screenshot accompanies step 3 of 5 in the "How to Update Bot Status for an Individual Contact" section of "Bot Status for Individual Contacts". At this point in the walkthrough you click the Conversation AI status icon and choose the desired status: Active to allow Conversation AI to respond or suggest replies based on the configured mode. Inactive to turn Conversation AI off for the contact. (Select Inactive if you want to use Sleep/Snooze to temporarily pause Conversation AI for the contact.). The next step is to if setting the status to Sleep/Snooze, select Inactive. Then choose when Conversation AI should reactivate by checking Reactive bot after and selecting a duration in minutes, hours, or days. Leave automatic reactivation unchecked if the bot should remain inactive until manually reactivated. Step 3 of 5Image 4 of 6 What to chooseClick the Conversation AI status icon and choose the desired status: Active to allow Conversation AI to respond or suggest replies based on the configured mode. Inactive to turn Conversation AI off for the contact. (Select Inactive if you want to use Sleep/Snooze to temporarily pause Conversation AI for the contact.)
    Buttons and menus referenced ActiveInactiveSleep/SnoozeConversationsReactive bot after
    Next stepIf setting the status to Sleep/Snooze, select Inactive. Then choose when Conversation AI should reactivate by checking Reactive bot after and selecting a duration in minutes, hours, or days. Leave automatic reactivation unchecked if the bot should remain inactive until manually reactivated.
    All 5 steps in this procedure
    1. Go to Conversations and open the conversation for the contact you want to update.
    2. Locate the Conversation AI status icon in the message composer area. The icon may show that Conversation AI is currently active, inactive, or sleeping.
    3. Click the Conversation AI status icon and choose the desired status: Active to allow Conversation AI to respond or suggest replies based on the configured mode. Inactive to turn Conversation AI off for the contact. (Select Inactive if you want to use Sleep/Snooze to temporarily pause Conversation AI for the contact.) this image
    4. If setting the status to Sleep/Snooze, select Inactive. Then choose when Conversation AI should reactivate by checking Reactive bot after and selecting a duration in minutes, hours, or days. Leave automatic reactivation unchecked if the bot should remain inactive until manually reactivated.
    5. Apply the change by clicking out of the module. Confirm that the status icon updates in the message composer for that contact.
  4. If setting the status to Sleep/Snooze, select Inactive. Then choose when Conversation AI should reactivate by checking Reactive bot after and selecting a duration in minutes, hours, or days.
    Leave automatic reactivation unchecked if the bot should remain inactive until manually reactivated.
    Step 4 of 5: If setting the status to Sleep/Snooze, select Inactive. Then choose… What this shows Step 4 of 5: If setting the status to Sleep/Snooze, select Inactive. What this shows Shows what to choose for step 4 of 5 in the "How to Update Bot Status for an Individual Contact" section of "Bot Status for Individual Contacts". This screenshot accompanies step 4 of 5 in the "How to Update Bot Status for an Individual Contact" section of "Bot Status for Individual Contacts". At this point in the walkthrough you if setting the status to Sleep/Snooze, select Inactive. Then choose when Conversation AI should reactivate by checking Reactive bot after and selecting a duration in minutes, hours, or days. Leave automatic reactivation unchecked if the bot should remain inactive until manually reactivated. The next step is to apply the change by clicking out of the module. Confirm that the status icon updates in the message composer for that contact. Step 4 of 5Image 5 of 6 What to chooseIf setting the status to Sleep/Snooze, select Inactive. Then choose when Conversation AI should reactivate by checking Reactive bot after and selecting a duration in minutes, hours, or days. Leave automatic reactivation unchecked if the bot should remain inactive until manually reactivated.
    Buttons and menus referenced InactiveReactive bot afterConversationsActiveSleep/Snooze
    Next stepApply the change by clicking out of the module. Confirm that the status icon updates in the message composer for that contact.
    All 5 steps in this procedure
    1. Go to Conversations and open the conversation for the contact you want to update.
    2. Locate the Conversation AI status icon in the message composer area. The icon may show that Conversation AI is currently active, inactive, or sleeping.
    3. Click the Conversation AI status icon and choose the desired status: Active to allow Conversation AI to respond or suggest replies based on the configured mode. Inactive to turn Conversation AI off for the contact. (Select Inactive if you want to use Sleep/Snooze to temporarily pause Conversation AI for the contact.)
    4. If setting the status to Sleep/Snooze, select Inactive. Then choose when Conversation AI should reactivate by checking Reactive bot after and selecting a duration in minutes, hours, or days. Leave automatic reactivation unchecked if the bot should remain inactive until manually reactivated. this image
    5. Apply the change by clicking out of the module. Confirm that the status icon updates in the message composer for that contact.
  5. Apply the change by clicking out of the module. Confirm that the status icon updates in the message composer for that contact.
    Step 5 of 5: Apply the change by clicking out of the module. Confirm that the… What this shows Step 5 of 5: Apply the change by clicking out of the module. What this shows Shows how to confirm for step 5 of 5 in the "How to Update Bot Status for an Individual Contact" section of "Bot Status for Individual Contacts". This screenshot accompanies step 5 of 5 in the "How to Update Bot Status for an Individual Contact" section of "Bot Status for Individual Contacts". At this point in the walkthrough you apply the change by clicking out of the module. Confirm that the status icon updates in the message composer for that contact. Step 5 of 5Image 6 of 6 How to confirmApply the change by clicking out of the module. Confirm that the status icon updates in the message composer for that contact.
    Buttons and menus referenced ConversationsActiveInactiveSleep/SnoozeReactive bot after
    All 5 steps in this procedure
    1. Go to Conversations and open the conversation for the contact you want to update.
    2. Locate the Conversation AI status icon in the message composer area. The icon may show that Conversation AI is currently active, inactive, or sleeping.
    3. Click the Conversation AI status icon and choose the desired status: Active to allow Conversation AI to respond or suggest replies based on the configured mode. Inactive to turn Conversation AI off for the contact. (Select Inactive if you want to use Sleep/Snooze to temporarily pause Conversation AI for the contact.)
    4. If setting the status to Sleep/Snooze, select Inactive. Then choose when Conversation AI should reactivate by checking Reactive bot after and selecting a duration in minutes, hours, or days. Leave automatic reactivation unchecked if the bot should remain inactive until manually reactivated.
    5. Apply the change by clicking out of the module. Confirm that the status icon updates in the message composer for that contact. this image

Frequently Asked Questions

Q: Does contact-level Inactive override global Conversation AI settings?
Yes. When set to Inactive, Conversation AI will not reply for that contact until you change the status to Active.

Q: What happens to incoming messages while the bot is Sleeping?
Messages are received as normal. Conversation AI remains paused until the wake time, after which it resumes based on your configuration.

Q: Does sending a manual agent message pause the bot automatically?
Depending on your global settings, human messages can trigger auto-sleep or delay AI replies to prevent overlap.

Q: Can I bulk-update bot status for many contacts at once?
Contact-level status is designed for one-to-one control. Use workflows for conditional or larger-scale changes.

Q: What if the status control isn’t visible?
Verify that Conversation AI is enabled, a bot is assigned to the channel, and your response mode supports AI replies.

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