Conversation AI can become inactive, or go to "sleep," when specific bot settings, goals, conversation activity, or workflow events are triggered. Understanding these conditions helps explain why a bot may stop responding in an active conversation and where to check when troubleshooting unexpected bot inactivity. This guide outlines the main conditions that can cause a Conversation AI bot to become inactive.

TABLE OF CONTENTS


Bot Settings

  • Max Messages: The bot becomes inactive when the total number of messages in the conversation reaches the configured limit.


Bot Goals

  • Stop Bot: The bot becomes inactive when the configured Stop Bot condition is reached.
      Stop Bot goal configuration
  • Appointment Booking → Post Appointment Booked: The bot becomes inactive after an appointment is successfully booked.

    Post Appointment Booked goal configuration
  • Human Handover: The bot becomes inactive when the Human Handover goal is reached and the conversation is handed over to a human.
  • Transfer Bot: The current bot becomes inactive when the configured condition triggers a transfer to another bot.
      Transfer Bot goal configuration

Conversation

  • Manual Input: The bot becomes inactive when a human user sends a message in the conversation.
      Conversation showing manual user input
  • Manual Switch to Inactive: In the Conversations panel, manually switch Conversation AI from Active to Inactive.   Conversation AI Active and Inactive control


Workflow

  • Workflow Action: The bot becomes inactive when a workflow action sets the conversation to inactive or sleep.

  • Workflow Message Sent: The bot becomes inactive when a workflow sends a message in the conversation.


Frequently Asked Questions

Q: What can cause Conversation AI to become inactive?

Conversation AI can become inactive because of the configured Max Messages limit, a Bot Goal, manual conversation activity, or a workflow event.

Q: Does sending a manual message make Conversation AI inactive?

Yes. When a human user manually sends a message in the conversation, Conversation AI becomes inactive for that conversation.

Q: Can I manually switch Conversation AI to inactive?

Yes. From the Conversations panel, you can manually switch Conversation AI from Active to Inactive.

Q: Can booking an appointment cause the bot to become inactive?

Yes. If the Appointment Booking → Post Appointment Booked goal is configured, the bot becomes inactive after an appointment is successfully booked.

Q: Can a workflow make Conversation AI inactive?

Yes. A workflow can make the bot inactive when an action sets the conversation to inactive or sleep, or when the workflow sends a message in the conversation.


Need Help?

If Conversation AI becomes inactive unexpectedly, review the bot configuration and recent conversation activity to identify what triggered the change.

Verify that:

  • The conversation has not reached the configured Max Messages limit.
  • A Stop Bot, appointment booking, Human Handover, or Transfer Bot goal was not triggered.
  • A human user did not manually send a message in the conversation.
  • Conversation AI was not manually switched from Active to Inactive.
  • A workflow action did not set the conversation to inactive or sleep.
  • A workflow did not send a message in the conversation and trigger the inactive condition.

If the cause is still unclear, review the affected conversation, bot settings, bot goals, and related workflows before contacting support. Include the conversation details, bot name, expected behavior, and relevant screenshots when reporting the issue.