How to pause or update your AI Employee safely

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 4 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    To update safely, use the 'Pause' toggle in the AI settings rather than deleting configurations. This stops new automated replies while you make changes.

    Who this article is for

    This article is for administrators who need to perform maintenance on the AI Employee.

    Overview

    There will be times when you need to update your business knowledge, change pricing, or temporarily stop the AI during a major event. Doing this safely ensures you don't disrupt active customer conversations.

    Before you begin

    • Identify the necessary updates
    • Locate the master pause toggle in AI settings

    Step 1: Step 1: Pause the AI Globally

    If you are making major changes (like overhauling pricing or changing the primary objective), navigate to Settings > AI Employee and toggle the main 'Active' switch to 'Off' or 'Paused'.

    Step 2: Step 2: Make Your Updates

    With the AI paused, update your FAQs, business rules, or connected URLs. The AI will not attempt to answer any incoming messages during this time.

    Step 3: Step 3: Re-Train the AI

    After making changes to the knowledge base, be sure to click the 'Sync' or 'Train' button to ensure the AI processes the new information.

    Step 4: Step 4: Test the Changes

    Use the AI Simulator to verify that your updates are working correctly before re-enabling the AI for the public.

    Step 5: Step 5: Re-Enable the AI

    Once testing is successful, toggle the AI back to 'Active'. It will resume handling new incoming messages.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. Pausing the AI globally means your human team must temporarily handle all incoming inquiries. Plan maintenance during low-traffic hours if possible.

    Important clarification

    Deleting the entire AI profile to make a change is unnecessary and destroys your configuration history. Always use the pause function instead.

    Resolution guidance

    How do I pause the AI for just one person?

    You do not need to pause it globally. Simply reply to that specific person manually in the Conversations tab. Human intervention automatically pauses the AI for that specific thread.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.