Currently, when the setting “Add AI Off on Manual Replies” is enabled, the AI Off tag is applied if a team member replies manually from any channel (SMS, email, etc.). This stops all further bot interactions, regardless of which channels the account is actually configured to use.

Example:

Our account is set to respond via SMS only.

A team member replies to a lead’s email.

The system still applies the AI Off tag, and the bot stops responding on SMS — even though email is not a reply channel.

Request:

Update the feature so that the AI Off tag is only applied when a manual reply occurs in the channels selected as reply channels in account settings. For example, if SMS is the only reply channel selected, then only a manual SMS reply should trigger the AI Off tag.

Benefit:

This prevents unintended disruptions, ensures the bot keeps functioning in the chosen channels, and gives users greater control and accuracy in managing AI interactions.