> ## Documentation Index
> Fetch the complete documentation index at: https://docs.armin.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Take over from Classic AI

> Stop Classic AI auto-replies on a ticket, channel by channel.

<Warning>
  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](/ai-agents/migrate-from-classic-ai) to move existing
  Classic AI automation to AI Agents.
</Warning>

To stop Classic AI from auto-replying, follow the steps for the ticket's channel.

## Check the channel first

| Channel type | Channels                    | What stops Classic AI       |
| ------------ | --------------------------- | --------------------------- |
| Auto-reply   | WhatsApp, Instagram, Widget | Assign **and** send a reply |
| Draft        | Email                       | Assignment alone            |

## WhatsApp, Instagram, and Widget

<Steps>
  <Step title="Assign the ticket">Open the ticket and assign it to yourself.</Step>

  <Step title="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.
  </Step>
</Steps>

<Warning>
  If you assign the ticket but do not send a reply, Classic AI keeps responding to the customer.
</Warning>

## Email

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

## 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](/ai-agents/routing-and-ownership) for the full behavior and examples.

## 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](/inbox/tickets), [Classic AI](/ai/intro), [AI Agents](/ai-agents/intro).