Human-AI WhatsApp Coexistence: Disable AI on Manual Reply
Human-AI WhatsApp Coexistence prevents duplicate replies when a human agent responds manually in the WhatsApp Business App. With the Disable AI on Manual Reply toggle, the system automatically pauses the AI for a lead once it detects a manual reply from a human.
Human-AI WhatsApp Coexistence Overview
The Problem This Solves
Previously, if a human agent replied from the WhatsApp Business App while AI was still enabled:
- The human reply and the AI reply could be sent at the same time
- Leads would receive duplicate or conflicting messages
- Conversations became confusing and unprofessional
How the Toggle Works
When Disable AI on Manual Reply is enabled:
- Any manual reply sent from the WhatsApp Business App automatically disables/pauses AI for that lead
- The AI stops responding, allowing the human agent to continue the conversation smoothly
The result: no more double replies, no conflict between human and AI, and a cleaner handover for customer conversations.
Where to Find It
- Go to Messaging Channels
- Select your WhatsApp channel (WhatsApp Coexistence only)
- Click Edit Channel
- Turn on Disable AI on Manual Reply
- Click Save
How to Confirm It's Working
- Send a message to your WhatsApp number so the AI starts replying
- Reply manually from the WhatsApp Business App
- Confirm the AI does not send a reply after your manual message
- Refresh the inbox and confirm the lead's AI status shows as turned off/disabled
Notes
- This feature applies to WhatsApp Coexistence channels only
💡
Enable this toggle if your team frequently takes over conversations from the AI. It removes the risk of the AI talking over your agents.