Switch-to-Manual Condition

What it is

An optional, single per-business rule written in natural language. When the AI detects that the conversation matches the condition, the lead is marked as Manual and the AI stops replying. You decide when to resume the conversation.

It is configured from Settings → Switch-to-Manual Condition.

It is different from the other switch-to-manual triggers:

• The fixed triggers (replying from Instagram, business sending the first message, AI sending a sales link) react to specific actions and don’t require the AI to interpret anything.
• The switch-to-manual condition evaluates conversation content: if the AI detects what you described, it hands the lead off.

It is also different from Delegation, which hands the lead to another AI, not to a human.

How to configure it

1. Open the business Settings and click Switch-to-Manual Condition.
2. Write the condition in natural language in the Condition field.
3. (Optional) Turn on Email me when a lead is switched to manual to get notified by email every time the rule fires.
4. Click Save condition.

To turn the feature off, leave the Condition field empty and save.

One condition per business

Only one active condition is supported. If you need to cover several cases, combine them in a single sentence (“when they ask to talk to a human or file a serious complaint”).

How it works

• The AI re-evaluates the condition after every lead message.
• If the condition is met, the lead is switched to Manual and the AI stops replying.
• If you turned on the email notice, the business owner gets an email.
• The lead stays in manual until you reactivate it from its detail screen. The AI does not come back on its own.

Priority over state transitions

If both the switch-to-manual condition and a state transition (for example “Client”) match in the same turn, the manual switch wins: the lead stays in your inbox and is not advanced through the funnel automatically.

Use cases

Situation	Suggested condition
The lead asks to talk to a human	When the lead explicitly asks to talk to a person, a human, or a real agent.
Serious complaint	When the lead expresses a complaint or shows anger about a problem with the order.
Refund or return request	When the lead asks for a return, a refund, or to cancel a purchase.
Sensitive topic (health, legal, financial) you don’t want to automate	When the lead asks about medical diagnoses, legal advice, or personalized financial information.
VIP or key account	When the lead mentions they have been a customer for years or identifies themselves as a corporate account.
Price negotiation outside the automated flow	When the lead asks for a discount larger than the one offered or wants to negotiate special terms.
Language or channel you prefer to handle in person	When the lead writes in a language other than English/Spanish.

Best practices

• Be specific: describe the signal the AI should detect (“asks to talk to a human”, “mentions a refund”) instead of something vague like “whenever it makes sense”.
• Combine several signals in one condition with or if you want to cover more than one case.
• Turn on the email notice if nobody is watching the dashboard in real time, so you don’t miss any switch-to-manual event.
• Review the manual-leads inbox often: the AI will not message them again until you reactivate the lead.
• If you combine this with Delegation, keep in mind that the manual switch wins: if a conversation matches the condition, it will not be delegated to another AI.