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Contacts / 1 min

Pause the AI for a customer

Handle a sensitive conversation yourself without turning anything off.

Sometimes one customer needs a personal touch, a delicate situation, a big account, a complaint. You can pause Catchdesk for just that contact so their messages come to you, while everyone else keeps getting answered automatically.

  1. 1

    Open the contact

    Open the customer profile from the inbox or a call.

  2. 2

    Pause the AI

    Turn on the option to pause automated handling for this contact.

  3. 3

    Resume when ready

    Turn it back off whenever you want Catchdesk to handle that customer again.

Notes

  • Pausing affects only that one contact, not your other customers.
  • Use this when you want every reply to a specific person to come from you.