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Replying to Users

Respond to user messages directly from the Conversations dashboard when human intervention adds value.

Conversation with human handoff and evaluation scores The conversation view shows AI evaluation scores that triggered the automatic handoff to a human agent.

When to Jump In

  • Complex issues AI couldn't resolve
  • Frustrated customers needing empathy
  • Sales opportunities worth personal follow-up
  • Sensitive matters requiring personal touch

Manual Reply Availability

  • Instagram (DMs and comments)
  • Facebook (Messenger and comments)
  • Website Widget
  • Shopify Widget
  • Shared Link
  • Gmail (use email client)

How to Reply

1. Pause Auto-Reply

Pause First

Always pause auto-reply before manual intervention to prevent both you and the AI from responding simultaneously.

  1. Open the conversation
  2. Toggle Auto-reply to OFF (turns red)

2. Review Context

Read the conversation to understand:

  • What the user asked
  • How the assistant responded
  • User's tone and sentiment

3. Compose Your Reply

  1. Type in the reply field (appears when paused)
  2. Review for accuracy and tone
  3. Click Send

4. Re-enable Auto-Reply (Optional)

Toggle back ON to resume AI responses. Leave paused if:

  • Issue requires ongoing human attention
  • Waiting for user's final confirmation
  • Customer requested human support

Best Practices

Identify Yourself

Always distinguish your human response from AI:

Hi [Name], I'm [Your Name] from the team.
I wanted to personally help with this...

Match Platform Tone

Platform Style Length
Instagram DM Casual, emojis OK 1-3 sentences
Facebook Messenger Conversational Moderate
Gmail Professional Full email format 
Hey! Checked your order - it's on the way 📦
Arrives Thursday!

Dear [Name],

Thank you for contacting us. I've reviewed your case
and confirmed your package will ship tomorrow.

Best regards,
[Your Name]

Provide Clear Value

  • Give definitive answers
  • Offer insights AI couldn't provide
  • Include relevant links and resources

Set Expectations

Let users know what happens next:

I've answered your question. Our assistant is here 24/7
if you need anything else!

Seamless Handoff Experience

Widget showing human agent response When humans take over, customers see a clear "LIVE AGENT" indicator with the agent's name and photo.

Correct AI Mistakes Gracefully

Don't blame: 

Let me clarify that for you. The correct information is...

Troubleshooting

Can't reply to conversation

Common causes:

  1. Auto-reply not paused - Toggle OFF first
  2. Channel doesn't support manual reply - Website/Shopify/Share Link
  3. 24-hour window expired (Instagram, Facebook)
  4. User blocked your account
  5. Integration disconnected - Reconnect in settings
User not receiving reply

Check:

  1. Verify message appears in thread
  2. Check integration status is "Connected"
  3. User may have blocked account
  4. Message may be in filtered requests
  5. Platform delivery delays (check status page)
Reply failed to send

Common errors:

  • Platform API error - Try again in a few minutes
  • Invalid thread ID - User deleted conversation
  • Authentication failed - Reconnect integration
  • Message too long - Instagram (1000), Facebook (2000) character limits
  • Attachment too large - Compress file
Both human and AI responded

Cause: Auto-reply not paused before user's next message

Prevention: Always pause BEFORE user sends next message

If it happens: Send clarification message

Next Steps