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Manual Conversation Control

Take complete control of your AI conversations whenever you need. Optimly's manual conversation control feature lets you switch between automatic AI responses and manual control seamlessly - perfect for handling VIP customers, complex situations, or any conversation that needs a human touch.

Overview​

Manual conversation control gives you two levels of flexibility:

  1. Agent-Level Control: Set the default behavior for all new conversations
  2. Per-Conversation Control: Override the default for individual conversations at any time

This hybrid approach means you can have the AI handle most conversations automatically while you personally manage the ones that matter most.

How It Works​

Agent-Level Default Setting​

In your agent's Configuration tab, you'll find the Automatic AI Responses setting:

  • Enabled (default): All new conversations get automatic AI responses
  • Disabled: All new conversations wait for you to respond manually

When to use each mode:

Use Auto Mode By Default When...Use Manual Mode By Default When...
Handling high volumes of similar questionsEvery conversation requires personal attention
Operating outside business hoursManaging a small number of VIP clients
Providing instant customer supportRunning a high-touch sales process
Answering FAQ-style queriesLearning how to configure your agent
Scaling beyond human capacityQuality matters more than speed
Best Practice

Most users start with Auto Mode enabled and manually take over specific conversations as needed. This provides the best balance of automation and control.

Taking Over Individual Conversations​

You can switch any conversation between AI and manual mode instantly.

From the Dashboard​

  1. Navigate to Conversations in your dashboard
  2. Click on any conversation to open it
  3. Look for the AI/Manual toggle at the top of the conversation
  4. Click to switch modes:
    • AI Active (blue badge): Agent responds automatically
    • Manual Mode (orange badge): You send all responses

Visual Indicators​

When manual mode is active, you'll see:

  • 🟠 "Manual mode active" indicator with orange badge
  • Message input box ready for your response
  • Conversation marked with manual status in the conversations list

When AI mode is active, you'll see:

  • 🔵 "AI Active" indicator with blue badge
  • AI automatically responding to new messages
  • Conversation marked with AI status in the conversations list

Sending Manual Responses​

When you've enabled manual mode for a conversation:

  1. New messages arrive from the user in real-time
  2. Type your response in the message input box at the bottom
  3. Press Enter or click the Send button
  4. Your message is delivered through the same channel (WhatsApp, website widget, email, etc.)

Supported Message Types​

Depending on your integration, you can send:

  • Text messages
  • Images and media (WhatsApp, website)
  • Formatted text with links
  • Emojis and special characters

Response Timing​

Important: When in manual mode, users expect human response times:

  • Website visitors: Respond within a few minutes if online
  • WhatsApp users: Respond within 15-30 minutes during business hours
  • Email conversations: Respond within a few hours

Consider enabling notifications so you know when messages arrive in manual-mode conversations.

Switching Back to AI Mode​

When you're done handling a conversation manually:

  1. Click the AI/Manual toggle again
  2. The conversation immediately switches to AI Active
  3. The AI will respond to the next message automatically
  4. All conversation history is preserved

You can switch back and forth as many times as needed - there's no limit. This flexibility lets you jump in when you're needed and step back when you're not.

Use Cases​

High-Value Sales Leads​

Scenario: Your AI agent qualifies leads on your website, but you want to personally handle enterprise prospects.

Strategy:

  1. Keep AI mode enabled by default
  2. Monitor incoming conversations
  3. When you spot a high-value lead, switch to manual mode
  4. Have a personalized sales conversation
  5. Switch back to AI mode for follow-up questions

Customer Support Escalation​

Scenario: Your AI handles 80% of support questions, but some issues need human expertise.

Strategy:

  1. AI mode handles common questions automatically
  2. When a complex issue arises, manually take over
  3. Solve the problem with personal attention
  4. Return to AI mode once resolved

VIP Customer Management​

Scenario: You have a small number of VIP clients who expect personalized service.

Strategy:

  1. Keep AI mode enabled for general customers
  2. Immediately switch to manual mode for VIP conversations
  3. Provide white-glove service personally
  4. Let AI handle their routine questions when you're unavailable

Learning and Optimization​

Scenario: You're setting up a new agent and want to see how conversations flow.

Strategy:

  1. Start with manual mode as default
  2. Review every conversation personally
  3. Identify patterns and improve your knowledge base
  4. Gradually enable AI mode as confidence grows

Business Hours Management​

Scenario: You want to handle conversations personally during business hours but let AI work after hours.

Strategy:

  1. Monitor conversations during your working hours
  2. Manually take over conversations that arrive while you're online
  3. Let AI mode handle everything outside business hours
  4. Review AI conversations the next morning

Channel-Specific Considerations​

Website Widget​

  • Instant takeover - visitors see no interruption
  • Real-time typing indicators work in manual mode
  • Perfect for converting browsers to customers
  • Easy to switch mid-conversation

WhatsApp​

  • Messages delivered exactly as if you sent them directly
  • Maintains WhatsApp Business API compliance
  • Support for media, buttons, and rich content
  • Users can't tell when you switch modes

Email (Gmail Integration)​

  • Manual mode lets you review AI-drafted responses before sending
  • Great for sensitive or compliance-critical communications
  • Edit AI suggestions before they go out
  • Seamless integration with your inbox

SMS​

  • Direct delivery through your configured number
  • Conversation context maintained
  • Quick responses appreciated by SMS users
  • Ideal for appointment confirmations and updates

API Integration​

If you're using the Optimly API, you can control conversation mode programmatically.

Creating a Manual-Mode Conversation​

const chat = await fetch('https://api.optimly.io/external/chat', {
  method: 'POST',
  headers: {
    'Authorization': 'Bearer YOUR_ACCESS_TOKEN',
    'Content-Type': 'application/json'
  },
  body: JSON.stringify({
    client_id: 'user_123',
    ai_enabled: false  // Start in manual mode
  })
});

Creating an Auto-Mode Conversation (Default)​

const chat = await fetch('https://api.optimly.io/external/chat', {
  method: 'POST',
  headers: {
    'Authorization': 'Bearer YOUR_ACCESS_TOKEN',
    'Content-Type': 'application/json'
  },
  body: JSON.stringify({
    client_id: 'user_123',
    ai_enabled: true  // Start in AI mode (default)
  })
});

Sending Manual Responses via API​

When ai_enabled: false, send messages through the standard message endpoint:

const response = await fetch('https://api.optimly.io/external/message/new-message', {
  method: 'POST',
  headers: {
    'Authorization': 'Bearer YOUR_ACCESS_TOKEN',
    'Content-Type': 'application/json'
  },
  body: JSON.stringify({
    chat_id: 'chat_abc123',
    sender: 'assistant',
    content: 'Thanks for reaching out! I can help you with that personally...'
  })
});

See the Chat Management API documentation for complete API reference.

Best Practices​

1. Set Clear Expectations​

Let users know when they're talking to AI vs. a human:

  • Use different response styles
  • Set expectations about response time
  • Be transparent about the handoff

2. Enable Notifications​

Turn on notifications for manual-mode conversations so you never miss a message:

  • Desktop notifications
  • Email alerts
  • Mobile push notifications (coming soon)

3. Use Consistent Voice​

Whether in AI or manual mode, maintain your brand voice:

  • Review AI responses to ensure consistency
  • Train your team on the agent's personality
  • Update your agent's prompt to match your manual style

4. Document Your Workflow​

Create internal documentation for when to use manual mode:

  • Define VIP customer criteria
  • List scenarios requiring manual intervention
  • Set response time SLAs for manual conversations

5. Monitor and Optimize​

Track when you use manual mode most:

  • What triggers manual takeovers?
  • Could the AI handle these with better training?
  • Are there patterns in manual conversations?

6. Plan for Scale​

As you grow, optimize your manual/auto balance:

  • Automate routine conversations
  • Reserve manual mode for high-value interactions
  • Consider hiring support staff for manual-mode conversations
  • Use AI to draft responses you review before sending

Frequently Asked Questions​

Can users tell when I switch modes?​

No - the conversation continues seamlessly. Users receive messages the same way regardless of whether they come from the AI or you.

What happens to messages that arrive while I'm switching modes?​

Messages are queued and delivered in order. There's no message loss when switching between modes.

Can multiple team members handle manual conversations?​

Currently, manual mode is single-user. Team collaboration features are coming soon. For now, coordinate manually who's handling which conversations.

Does manual mode work with all integrations?​

Yes - manual conversation control works with all Optimly integrations: website widgets, WhatsApp, email, SMS, and custom API implementations.

Can I set rules to automatically switch modes?​

Not yet - mode switching is currently manual only. Automated mode switching based on rules and triggers is on our roadmap.

Is there a limit to how many times I can switch modes?​

No - you can switch between AI and manual mode as many times as you need for any conversation.

What happens if I don't respond in manual mode?​

The conversation waits indefinitely. The user sees that their message was delivered but hasn't received a response yet. Make sure to respond promptly or switch back to AI mode.

Can I use manual mode for some channels but not others?​

Yes - manual mode is controlled per conversation, not per channel. You can have some WhatsApp conversations in manual mode while others use AI mode.

Troubleshooting​

I switched to manual mode but messages aren't sending​

Check these items:

  1. Verify your integration is properly connected
  2. Check that you have the necessary permissions
  3. Ensure your message content meets channel requirements (e.g., character limits)
  4. Review error messages in the conversation panel

Users aren't receiving my manual responses​

Possible causes:

  1. Integration disconnected - check your integration status
  2. User blocked your number (WhatsApp/SMS)
  3. Email delivery issues - check spam folders
  4. Network connectivity issues

I can't find the manual/AI toggle​

Solutions:

  1. Make sure you've opened a specific conversation (not the conversation list)
  2. Check that you have permission to manage conversations
  3. Verify your agent supports manual mode (all agents do by default)
  4. Refresh your dashboard

The AI keeps responding even in manual mode​

This shouldn't happen. Try these steps:

  1. Refresh the page to ensure mode is synced
  2. Check that manual mode indicator is showing
  3. Contact support if the issue persists

Getting Help​

Need assistance with manual conversation control?

Next Steps: