Choosing Who the AI Handles

Every fan in your inbox is either AI-managed or human-managed. This determines whether the AI handles their conversations autonomously or a human chatter takes the lead.

The AI replies to and sells to this fan automatically. Your chatters do not need to do anything unless the fan escalates.

Most fans are AI-managed by default.

A chatter handles this fan personally. The AI does not send autonomous replies. The fan appears in your team’s queue for direct attention.

1. Open the fan’s conversation in the desktop app.
2. In the fan profile panel, find the Management setting.
3. Switch between AI-managed and Human-managed.

The change takes effect immediately.

• Taking Over a Conversation
• What to Expect
• Fan Profiles