What happens if…? The bot
Quick answers about what the bot does and doesn't do, when a conversation goes to a person and what happens with the AI.
Updated:
What happens if the customer asks for a person?
The conversation goes to the Inbox with the status "Asks for a person" and the bot stops answering. The same happens if something fails. You see it in Needs attention and as a notification.
What happens if I write in a conversation?
When you reply, the bot pauses in that conversation. You can hand it back by hand; after 15 minutes without activity from you, the bot resumes on its own.
What happens if the customer asks for a price or time the bot doesn't know?
The bot doesn't make things up: times, prices and addresses always come from the system. If information is missing, add it to the knowledge base or the conversation goes to a person.
What happens if the customer confirms with new details?
A "yes" sent together with new details does not confirm: the bot builds an updated summary and waits for another "yes" afterwards. Confirmation is always explicit, and cancelling or asking for a person interrupts the proposal.
What happens if the customer sends several messages in a row?
The bot waits a few seconds of silence (3, or 5 while collecting data, up to 12) and answers them together. You pick the mode in Automation → Bot.
What happens if the monthly AI quota runs out?
AI features pause, the bot answers a fixed message and passes the conversation to the Inbox. Calendar, tasks and customers keep working. You see usage in Settings → AI usage, with a warning at 80 %.
What happens if a customer tries to give the bot instructions?
It ignores them. The bot does not follow instructions hidden in a message or file, does not use admin tools with a customer and cannot see another business's data. See The bot and AI.
What if a customer mixes a request with an unrelated topic?
The bot handles the business part and ignores the rest. If everything is unrelated it gives a fixed reply explaining supported topics and how to ask for a person; declining alone does not notify the team. Asking for a person interrupts any cart or summary and moves to the Inbox.