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Per-Client Settings

Your project-level settings apply to all clients by default. From any chat, however, you can override behavior for a single client when needed — useful for VIPs, contractors, or any contact that needs special handling.

How to Access Client Settings​

Open any conversation in Chats. The side panel of the conversation shows the contact's profile and editable controls.

Available Settings​

AI On / Off (Pause the Bot)​

You can stop the bot from responding to a specific client without affecting any others. Toggle AI off in the contact's profile and the bot will stop replying for that conversation. You can resume by toggling it back on.

This is most commonly used when a human agent takes over a conversation and you don't want the bot to interfere.

The toggle does two jobs, and the second one is easy to miss. Switching AI on doesn't only resume replies — it is also the only thing that reverses an opt-out. If the client asked never to be contacted again, turning the AI back on undoes that request. See Opting a Client Out below before you use it.

AI Disabled Until​

AI disabled until appears only when the bot has been temporarily paused for this client, and it tells you the moment automatic replies come back on their own. If you don't see the row, no pause is in place.

Next Contact​

Next contact shows when the bot plans to write to this client again, and you can change it. The calendar button opens "Manually schedule when the bot should next reach out", where you pick a date and a time. Clear removes what you set and hands the timing back to the bot.

You're writing the same date the bot would have chosen for itself, which makes this a nudge rather than a lock — the bot keeps re-planning as the conversation moves, and the usual follow-up rules still apply on top of it.

Mark as Contractor​

If the contact is a contractor, supplier, or third party rather than a prospective client, mark them as a Contractor. The chat then follows the contractor flow you've configured (typically routed straight to an agent rather than going through the bot).

Assign to an Agent​

Admins can pick which agent owns a conversation. Once assigned, that agent sees the chat in their workspace and is responsible for replying. The bot can still operate normally if AI is on, or stay off until the agent finishes the handoff.

Set Funnel Stage​

Move the contact between stages of your sales funnel. The bot is aware of each contact's stage and uses it as context when generating replies.

Set Status​

Apply a custom status (Lead, Pending, Signed, Sold, etc.) defined in Analytics → Statuses.

Set Category​

Manually assign one of your AI Categories, overriding the AI's automatic classification.

Personal Details​

A Personal details card lists what the bot has captured about this client so far, with an "N missing" hint counting the fields that are still blank.

Which details get collected, and which of them are required, isn't a per-client choice — it's configured once for the whole project on Configuration → Communication. The card here just shows you where this particular client stands against that list.

Edit Contact Details​

Update the contact's display name and other metadata. Phone numbers can't be edited — they come straight from WhatsApp.

Opting a Client Out​

Some clients tell you plainly that they're done: they already bought, they already invested, they aren't interested, or they simply ask you to stop writing. When the bot recognises one of those, it stops contacting that client — permanently.

That last word is what separates an opt-out from the AI toggle:

  • Pausing the AI doesn't hold. The bot goes quiet, but the client's next message brings it straight back.
  • An opt-out is permanent. It doesn't lift on the next message, and no amount of waiting brings the bot back.

Neither one hides anything from you. The client's messages keep arriving in Chats exactly as before, ready for a person on your team to read and answer by hand.

There Is No Opt-Out Screen​

Being straight about this, because it will otherwise cost you time: there is currently no interface for opt-outs anywhere in the dashboard. No badge on the contact, no filter in the chat list, no list of everyone who has opted out, and no reason displayed for why any particular client was opted out. The behavior is real and it runs on its own; the reporting around it simply hasn't been built.

In practice that means you learn a client has opted out by reading the conversation, not by looking at a screen.

The Only Way Back Is the AI Toggle

To bring an opted-out client back, switch that chat's AI toggle back on. That clears the opt-out and the bot will contact them again. There is no separate control for it and no confirmation prompt — which cuts both ways. Turn the AI back on for someone who asked never to be contacted again and you have quietly undone their request. Read the conversation before you flip it.

Resetting to Project Defaults​

Any override can be reverted at any time. There's no separate "reset" button — simply toggle the field back to the default value or clear it. This keeps management simple: only use overrides when there's a genuine reason to treat a client differently.