How to pause the AI Assistant on Facebook and Instagram for live support

It is possible to pause the AI Assistant on Facebook and Instagram so that a live agent could take over the conversation and provide additional support.

Enabling the Handover Protocol

Once you have integrated the AI Assistant into your Facebook page and Instagram account, you will need to enable the handover protocol feature in the Facebook page settings.

To do that, go to your Facebook page > Settings > Advanced Messaging. There you will find the Handover Protocol section.

Eddy AI Assistant live support handover protocol settings on Facebook page

Click “Configure” next to the Messenger receiver element and update the Primary and Secondary receivers:

  • Primary Receiver = Eddy Travels
  • Secondary Receiver = Page Inbox
Eddy AI Assistant live support handover protocol settings on Facebook page - primary and secondary receivers

Then, click “Configure” next to the Instagram receiver element and choose “Eddy Travels” as the primary receiver.

Eddy AI Assistant live support handover protocol settings for Instagram business account - primary receiver

Your choices will be automatically saved. You can now use the handover protocol to pause and resume the AI Assistant in conversations.


How to pause the AI Assistant on Facebook

After you have enabled the handover protocol, all new conversations from users will be automatically put into the “Done” category of your Facebook page inbox. You can find it by clicking on the filter element next to the conversation search field.

How to pause Eddy AI assistant chatbot on Facebook page and Messenger inbox - Done conversations

To pause the chatbot, you need to move the conversation from the “Done” inbox to the “Main” inbox by clicking on the “Move to main” button in the top right corner of the conversation.

How to pause Eddy AI assistant chatbot on Facebook page and Messenger inbox - Main conversations

As long as the conversation stays in the “Main” inbox, the AI Assistant will be paused, allowing you to communicate with your customers easily.

After you are finished, you just need to move the conversation back to the “Done” category and the AI Assistant will become active again.

In summary:

  1. Set up the handover protocol in the Facebook page settings.
  2. Go to your Facebook page Inbox and open the “Done” conversation category.
  3. Move the conversation from “Done” to “Main”.
  4. Chat with your customers directly while the AI Assisatant is paused.
  5. Once finished, move the conversation from “Main” back to “Done”.

How to pause the AI Assistant on Instagram

To pause the AI Assistant on Instagram, you need to go to the Instagram mobile app and simply send a message to a user.

After your message, the AI Assistant will be automatically put on standby, allowing you to interact with your Instagram followers freely. The AI Assistant will become active again 24 hours after your last message to the user.

If you want the AI Assistant to become active immediately after finishing the conversation, just finish the conversation with one of these phrases (they have to match exactly):

  • Goodbye
  • Thank you for chatting
  • Ačiū už pokalbį
  • Viso gero

I need more help

If you have any additional questions or comments, please send an email to info@eddyai.com. We are happy to help!