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When does the AI answer again after a person replied in Live chat?

10 Nov 2026 2 min read বাংলায় পড়ুন

When someone from your team replies in a Live chat, the AI stays quiet in that chat while the team's last message is less than 30 minutes old. After that, the AI answers the visitor's next message again, so no chat is left without answers.

Where to find it

  • The setting: Admin › Online store › Marketing channels › Live chat, 2. Who answers › The AI assistant. This only happens when the AI assistant answers.
  • The replies: Admin › My workspace › Live messages, or, on a Premium or Custom package, the website chat in the Inbox. A reply from either place counts.

How it works

  1. A visitor writes. The AI answers at once.
  2. A team member replies in that chat. From now on the AI does not answer there.
  3. Every new reply from the team starts the 30 minutes again.
  4. When 30 minutes have passed since the team's last message, the next message from the visitor is answered by the AI again.

What the visitor sees: the top of the chat box shows the person's name (with a green dot when they are online) while the person is answering, and AI assistant again once the AI is back.

Example: at "Rangdhanu Fashion" the AI is answering a visitor about a three-piece. At 3:00 the seller steps in and replies about a custom size. The visitor writes again at 3:10: no AI answer, the seller replies. At 4:00 the visitor asks about delivery charges; the seller's last message was at 3:12, so the AI answers.

Good to know

  • Messages the visitor sends during the quiet time are not answered later by the AI. They are left for the person.
  • The chat stays with the person it was given to; the AI only answers the visitor again.
  • The Facebook / Instagram / WhatsApp inbox works differently. There is no 30-minute pause. With Autopilot AI answers set to answer by itself, the AI answers any customer still waiting after the minutes you set in Inbox settings, even in a chat a seller answered before. After the AI hands a chat to a person, it stays quiet there until a person answers. See How does Autopilot AI answer in the Facebook, Instagram and WhatsApp inbox?

Common problems

  • The AI answered while my seller was still talking to the customer. The seller's last message was more than 30 minutes earlier. A quick reply keeps the AI quiet for another 30 minutes.
  • The AI never answers in some chats. Check that 2. Who answers is still The AI assistant, and see The Live chat AI assistant is not answering.
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