Tags and reply modes
Decide exactly which conversations Bob is allowed to answer — plus two safety nets that work no matter which mode you pick.
The four reply modes
All Chats. Reply to every incoming message. The default, and the right choice for full round-the-clock coverage.
New Only. Reply only to the first message from a brand-new contact. Existing and returning contacts are left to your team.
Keyword Triggers. Bob stays silent on a chat until the customer sends one of your configured keywords — say "HI" — which activates AI replies for that conversation from then on.
Tagged Chats. Bob only replies to chats carrying one of your configured tags. Turn this on without adding any tags and Bob replies to nobody rather than everybody — it fails safe.
1. Set your reply mode
In your WhatsApp settings, under Reply Mode, choose one of the four above. This is the main switch deciding how broadly Bob may take over conversations.
2. Create tags
Go to Tags in your agent sidebar to create custom coloured tags, then apply them to individual chats from your WhatsApp inbox. Tags are not only for auto-reply — they also organise your inbox.
3. Set included tags
If you are using Tagged Chats mode, add the tags that should activate Bob under Targeting. Tag new leads "AI OK", for instance, and only those chats get an automatic reply.
4. Set excluded tags
Excluded tags are independent of whichever reply mode you picked. A chat carrying an excluded tag never gets an AI reply, even in All Chats mode.
Use this to keep specific conversations entirely human — VIP customers, active disputes — without switching your whole agent out of full coverage.
The "stop ai" tag
One tag always works, in every mode, with zero configuration. Tag any chat "stop ai" and Bob will not reply to it. It is a hardcoded safety net.
This is the fastest way to pull Bob out of one specific conversation — faster than changing your Reply Mode, which affects every chat you have.
Frequently Asked Questions
What happens if I switch to Tagged Chats but forget to add tags?
Bob replies to nobody. The mode fails safe by design — the alternative, replying to everybody, would be a far worse surprise.
Do excluded tags override included tags?
Yes. Exclusion always wins. A chat carrying both an included and an excluded tag gets no AI reply.
Does "stop ai" need to be created first?
No. It works whether or not you have created it as a tag in your agent — that is the point of it being hardcoded.
Can I remove "stop ai" later and have Bob resume?
Yes. Remove the tag and Bob resumes replying on that conversation from the next incoming message.
Still need help?
Our team is available Mon–Fri, 10 AM–6 PM MYT (GMT+8).