AI Assistant Automatically Reactivating After Human Intervention

Status: Open · Asked by Gaurav Arora on · 0 views

Gaurav Arora — Question ·

Hello Arshil,

Thank you for the clarification.

The issue is not limited to a single chat. We are experiencing the same behaviour across essentially every conversation where a human agent intervenes.

The behaviour is:

  1. AI Assistant is active.
  2. Customer sends a message.
  3. Human agent intervenes and manually responds.
  4. AI Assistant appears to be inactive/intervened.
  5. Customer sends the next message.
  6. AI Assistant automatically starts responding again.
  7. This happens repeatedly across different chats.

Our expectation is that once a human agent intervenes, the AI Assistant should remain disabled for that particular conversation until the human explicitly re-enables it.

Since this is happening consistently across chats, could you please check whether there is any account-level setting, Flow configuration, automation, trigger, or current Chatflow behaviour that is causing the AI Assistant to be reassigned/reactivated whenever a new customer message arrives?

We can certainly provide a few chat IDs for investigation, but since the behaviour is reproducible across multiple conversations, it appears to be a systematic issue rather than an isolated chat-status change.

Please specifically confirm:

  • What event causes the AI Assistant to become active again after intervention?
  • Is there any setting that permanently disables AI after human intervention?
  • Is the Intervened status supposed to survive subsequent customer messages?
  • Can we configure the AI Assistant so that human intervention = AI permanently paused until manually resumed?
  • If this is currently not possible, is there a workaround using Pabbly Connect, Flow Builder, webhook, API, or another mechanism?

This behaviour is currently disrupting our human sales conversations because the AI can take over again immediately after our sales team has intentionally intervened.

Please treat this as a reproducible product behaviour/issue rather than an issue with one particular chat.

Regards,
Gaurav Arora


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