Turning AI replies on and off

Your messaging agent can answer texts on its own. You decide where it is allowed to do that, at three levels of detail. Each one is narrower than the last, and the narrower setting is the one that wins.

The three levels

• Your whole account — Growth → Messaging Agent → settings. This is the default new conversations start with, across every client.
• One client — the client's SMS tab. Covers every conversation on that client's numbers.
• One conversation — the AI Autopilot toggle just above where you type a reply, with Take Over beside it.

The client-level switch

Open a client, go to the SMS tab, and you will see AI replies for this client above the inbox with three choices:

• Agency default — follow your account-wide setting. This is how every client starts, and the card tells you what that default is right now so you do not have to go look.
• On — new conversations for this client start with the AI replying.
• Off — the AI does not reply for this client at all.

Turning a client back on

Switching a client off does not erase anything. Each conversation keeps its own setting underneath, and they all pick back up exactly where they were the moment you switch the client back to On or Agency default. You will not have to go through threads one by one putting them back.

While a client is off, its conversations show AI Autopilot: OFF · off for this client and the per-conversation toggle is disabled — so what you see in the inbox always matches what is actually happening.

Which one should I use

• A client wants a human on every text — set that client to Off. One switch, nothing to maintain.
• You are stepping into one conversation — hit Take Over on that thread. The rest of the client is unaffected.
• You are trying AI replies with one client first — leave your account default off and set that single client to On.

Common questions

Does this stop texts from being delivered? No. Inbound and outbound texts are untouched. This only controls whether the agent answers on its own.

Does it stop AI follow-ups? Yes. A follow-up is still an automatic message, so a client set to Off gets none.

Can my client change this themselves? No. It is an agency control and lives in your dashboard only.

Where your client answers from

If you switch a client to Off, somebody still has to reply. Your client can do it themselves: in their portal, each messaging agent has an Inbox showing that client's conversations, where they can read and reply directly. They only ever see their own conversations, and AI control stays with you — there is no switch on their side.

They need portal access turned on first, from their client page in your dashboard.