Stop outgoing messages
- Open contact details or the Inbox contact sidebar.
- Enable Do not disturb. You need contact-management permission.
- DND blocks manual replies, templates, broadcasts, AI, flows and automations across that contact's conversations in this workspace.
- Incoming messages still arrive. Queued sends check DND again at delivery.
- Disabling DND allows new messages; skipped sends never replay automatically.
- A send already accepted by a provider cannot be recalled.
- Provider-managed social comment campaigns need to be paused separately in Social automations.
Let AI resume
Use Assign to AI in Inbox when it is safe to return ownership. AI checks readiness, resumes pending messages after the last successful outbound, and skips already answered turns. Failed or queued messages do not count as successful replies.
For the optional automatic return timer, see AI handoff and return.
AI uses conversation history across tasks and rechecks newer messages and human ownership before sending. Private merchant Assistant messages never enter public support history.
Feedback after closure
Open Inbox → Inbox settings → Digest & Feedback → Send feedback.
- AI closures use a brief generated invitation and verified rating link. Quiet closure does not prove resolution.
- Human closures use Predefined feedback message for human closures.
- Both follow link expiry, DND and channel delivery rules. AI feedback also requires operational AI and available usage.
- Failed generation does not substitute the human template. DND-suppressed feedback is not replayed.
Still need help?
Tell us what you were trying to do, the channel involved, and what you expected to happen.