Choose the response mode in AI Agent.
Response modes
- AI replies only: AI handles unclaimed turns. New content-triggered automation replies pause; silent updates and existing guided replies or waits can continue.
- Automations only: automations answer. Unclaimed messages go to the team.
- Both — automation priority: an automation that claims the response goes first. Silent tags and record updates do not block AI.
Who answers first?
- Human or admin owner: automated responders stay silent.
- Active guided flow: handles its expected button, choice or collected value.
- Automation reply wait or response-claiming action: owns the turn when it claims a customer response.
- AI: handles the remaining turn when the selected mode permits it.
- Human queue: receives work when no safe automatic response is available.
Use automations for known triggers and actions, AI for grounded conversation, and flows for supporting structured routing.
When a responder cannot continue
- Disabled customer AI, inactive subscriptions, exhausted customer reply balance or plan limits route unclaimed work to the team.
- Provider failures and handoff decisions record a reason for human work.
- Give automations an explicit failure branch or assignment; inspect the execution log before retrying.
- A flow handoff creates a human task and pauses AI for that task.
Replify checks message ownership and previous replies to prevent duplicate responses. See handoff rules before returning work to AI.
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