hello @Andreas When a conversation is escalated — meaning you’ve triggered a human escalation — the bot stops responding. Currently, we don’t have a setting to automatically re-enable the bot when the user sends a new message. This mode is intentionally designed to keep the conversation in a “waiting” state until a human agent responds.

I will share this with the team though, and update you.

I think you misunderstood me. The AI bot should stop responding once the chat has been automatically assigned to an employee.

Unfortunately, the AI bot continues to respond even though the conversation has already been assigned to an employee.

Oh, okay. Could you try adding the ‘Transfer to Human’ node before the assignment and check if that works?

looks good now

@Sahil Next question:

When I mark the conversation as “resolved” and then send another message, the AI bot responds again. How can I prevent this? Which trigger should I select?

Yes, we do have a closed state for conversations, which prevents any further messaging. Currently, this can only be controlled through the settings and is not yet available as an action inside the Studio. I’ll share this with the team to explore adding that action there as well.

which settings?

i can only setup 24h

@Sahil

Yes, this setting is for handling cold chats. It helps keep the inbox clean and prevents long-running single sessions within the integration and bots.