Pause or turn off NEO
How to pause NEO in one conversation, turn it off on a channel or entirely, and how it goes back to serving once you've finished talking to your customer.
Updated
Sometimes you want to talk to a customer yourself without NEO jumping in. NEO can be paused for one person, turned off on a channel, or turned off completely.
When you write, NEO goes quiet
If someone on your team writes in a conversation, NEO stays quiet with that customer. You don't need to touch anything. That way your customer doesn't get two replies.
Pause NEO for a single customer
- Open the conversation in Conversations.
- Find NEO's switch or menu in that conversation and turn it off.
- Take care of the customer.
To let NEO serve that customer again, turn the switch back on.
When NEO hands you a customer
If NEO hands the conversation to a person, it pauses only for that customer and creates a task "Attend to…" for you. When you complete the task, NEO serves again. The next time that customer writes, NEO starts with "I'm back to help you…". See When NEO hands the conversation to you.
If you leave the task open, NEO stays paused for that customer. After 24 hours you get a reminder.
Turn NEO off on a channel or entirely
- Go to AI Agents and open NEO.
- In the channel list, turn off the one you don't want (for example, WhatsApp).
- To turn it off entirely, turn off all channels.
- Save the changes.
While it's off, new messages reach your inbox and you answer them. Your template still sends an automatic "received" message so nobody is left on read.
When a customer asks to stop receiving messages
If someone writes STOP or asks you not to write to them, NEO stops with that person. See Unsubscribes, STOP and customer consent.
If something goes wrong
- NEO keeps replying after you turned it off: check you turned off all channels.
- NEO doesn't serve again: close the "Attend to…" task for that customer.
Write to support@neuroaistudio.com.