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The channel steps on this page stop Classic AI only. They do not stop AI Agents or macro Workflows with AI prompts. Use the migration guide to move existing Classic AI automation to AI Agents.
To stop Classic AI from auto-replying, follow the steps for the ticket’s channel.

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Check the channel first

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WhatsApp, Instagram, and Widget

1

Assign the ticket

Open the ticket and assign it to yourself.
2

Send a reply

Send at least one reply in the thread. After that, Classic AI stops auto-sending. It can still offer draft suggestions in the editor.
If you assign the ticket but do not send a reply, Classic AI keeps responding to the customer.

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Email

Assign the ticket to yourself. Classic AI stops auto-sending as soon as you assign it. No reply is required.

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AI Agents behave differently

Think of the conversation as having one owner at a time.
  • Assigning the ticket to a human does not stop the current AI Agent by itself.
  • If the agent sent a normal reply and finished its current work, a human reply stops that agent’s follow-up. A later customer message can be freshly matched.
  • If the agent is still waiting for customer information, a delay, or approval, a human reply prevents that old work from resuming. The open pause also blocks a fresh AI Agent. The human team owns the conversation while it remains open.
  • A hand-off to a human ends the current agent’s responsibility, but does not ban all future AI from the ticket.
To keep the ticket human-only, narrow or disable matching AI Agent triggers, stop Classic AI auto-reply for the channel, and narrow or disable macro Workflows with AI prompts. See Routing and ownership for the full behavior and examples.

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When to use this

  • A sensitive or escalated conversation needs a human.
  • You inherited a live WhatsApp, Instagram, or Widget ticket.
  • Classic AI is still auto-sending after you thought you took ownership.
Related: Tickets, Classic AI, AI Agents.