Switch between AI and manual control

How AI and manual modes work

Every conversation in the CRM operates in one of two modes:

AI mode (default)

When a conversation is in AI mode, the AI agent handles it automatically:

• The AI reads incoming messages and generates responses based on your published workflow, product catalog, and business context.
• A blue IA: Active badge appears in the chat header with a pulsing blue dot.
• The input area at the bottom shows an animated “AI is managing this conversation” indicator instead of a text field.
• A “Take manual control” button is available below the AI indicator.

Manual mode

When you switch to manual mode, you take over the conversation:

• The AI agent stops responding to this specific conversation.
• An orange Manual badge appears in the chat header with a solid orange dot.
• The input area activates with a text field, media attachment buttons, and a send button.
• You can send text messages, images, videos, documents, and other files.

How to switch modes

The AI/Manual toggle

At the top of the chat view, a toggle pill sits between the header and the message area. It has two segments:

• IA — Blue when active, indicating AI mode
• Manual — Orange when active, indicating manual mode

Click the inactive segment to switch modes. The transition is instant — the badge, input area, and AI behavior update immediately.

”Take manual control” button

When a conversation is in AI mode, a “Take manual control” button appears below the AI animation in the input area. Clicking this button is equivalent to clicking the Manual segment on the toggle pill — it switches the conversation to manual mode.

Switching back to AI

To return a conversation to AI control, click the IA segment on the toggle pill. The AI agent immediately resumes handling the conversation.

The 15-minute AI reactivation rule

When you switch to manual mode or send a manual message through the messaging platform directly (e.g., replying from the WhatsApp or Instagram app on your phone), the following behavior applies:

How it works

1. The AI pauses for that specific conversation when manual mode is activated.
2. You handle the conversation directly — sending messages, sharing media, answering questions.
3. After 15 minutes of human inactivity (no messages sent by you), the AI automatically resumes responding to new messages from the customer.

Timer reset behavior

The 15-minute timer resets every time you send a new message:

• If you send a message at minute 14, the timer resets to 15 minutes from that point.
• If you send messages continuously for 30 minutes, the AI remains paused for the entire time plus 15 minutes after your last message.
• The AI only resumes when there have been 15 consecutive minutes with no human messages.

External message detection

If you open WhatsApp, Instagram, or Facebook Messenger on your phone and manually send a message to a customer, the AI detects this external message and automatically pauses for that conversation. The same 15-minute rule applies — the AI resumes after 15 minutes of inactivity.

This means you can take over a conversation from any device, not just from the Interlinked CRM, and the AI will respect the handoff.

What the customer sees

The customer does not see any indication that they are talking to an AI or a human. From the customer’s perspective, they are having a conversation with your business. The switch between AI and manual modes is completely invisible to the customer — there is no notification, no “You are now chatting with a human” message, and no change in the conversation interface.

This seamless transition is by design — it maintains a consistent brand experience regardless of who (or what) is handling the conversation.

When to use manual mode

Recommended scenarios

Scenario	Why manual is better
Complex or unusual requests	The AI may not have enough context for edge cases or unique situations
Angry or frustrated customers	A human touch can de-escalate emotional conversations more effectively
High-value transactions	Large orders, premium services, or VIP customers deserve personal attention
Custom pricing or discounts	Negotiations and special offers require human judgment
Sensitive information	Medical, legal, or financial details that need careful human handling
AI misunderstanding	When you notice the AI has given an incorrect or incomplete answer
Explicit human request	The customer asked to speak with a person

When to let the AI handle it

• Common questions about business hours, location, pricing, and product availability
• Standard workflow steps like order placement, appointment booking, or lead qualification
• High-volume periods where manual handling would create response delays
• After-hours conversations when no team members are available
• Initial greetings and conversation starters

AI/Manual mode and workflows

Some workflows include built-in human handoff steps:

• Handoff to human — Designed to transfer conversations to a person when certain conditions are met. See Handoff to human.
• Qualify and transfer — Qualifies leads and then transfers to a team member.

These workflow-driven handoffs interact with the manual mode system: when the AI reaches a handoff step in the workflow, it effectively triggers a manual mode switch for that conversation, and the 15-minute rule applies.

What to do next

• Learn about conversation tools — See Open and manage a conversation
• Understand workflow handoffs — See Handoff to human
• Manage your team — See Team collaboration and CRM users