Review message behavior
Open Settings → Messages and review how new conversations are handled, when the AI should pause for a person, and which team behavior applies after a handoff.
Use clear ownership. A handoff should tell the team who is responsible and prevent automated follow-up from talking over a person. Save one change at a time, then test the expected path with a company-controlled contact.
Troubleshoot a handoff
If a thread remains with the AI or does not alert the team, confirm the saved message settings, the contact’s current status, the assigned number, and the teammate’s notification preferences. The conversation history should show whether a human or automation most recently acted.