Conversation modes: AI, Human, Pause
Who replies to the client in a conversation — the AI employee, a person or no one — and how to switch the mode.
Updated October 9, 2026
Each conversation has a mode that determines who replies to the client. The mode applies to all of the client’s channels at once.
Three modes
- AI replies — the AI employee assigned to the channel replies.
- Human — your team replies, and the AI stays silent.
- Pause — the AI doesn’t reply or do anything in this conversation.
How to switch
The mode is switched in the client panel to the right of the messages. Owners and Managers can also change the mode by voice through LineOnMe AI — after confirming.
If you replied yourself
If a person has replied to the client, the AI won’t answer that message again, even if the mode wasn’t switched.