Make the AI back off when actively talking to customer | Voters

Make the AI back off when actively talking to customer

robbie

If I am actively texting the customer the AI should go away and let me handle it so they are not getting double texted.

Kaitlyn Salley

YES. I will be in the middle of typing a customer and the AI will type back and confuse the customer and also say something that may dismiss the goal of getting the customer in. it should give a 10 min grace period for someone to reply instead of a couple minutes to give us a chance to respond but also be able to detect that we are typing or on the profile already

Shelby Parker

Thanks for posting this, robbie — totally hear you. Getting double-texts while you’re actively messaging a customer would be really disruptive. I’m sharing this with the team so we can review options for having the AI back off when an agent is actively texting, and we’ll follow up if we need any additional details from your workflow.