22.1 Replying Requires an Active Claim

AIUNIFY Chat requires the human operator to own the active Conversation before sending a live visitor reply.

If a reply is attempted without the required claim, the system can reject the action and instruct the operator to claim the Conversation first.

22.2 Opening the Reply Composer

After you successfully claim a Conversation, the lower portion of the thread displays the operator composer.

The composer includes two modes:

• Reply — sends content to the visitor.
• Note — stores internal operator-only information.

Confirm that Reply is selected when communicating with the visitor.

22.3 Sending a Visitor Reply

1. Claim the Conversation.
2. Review the current thread.
3. Select Reply.
4. Enter the message in the reply field.
5. Review the message for accuracy.
6. Select Send.

The reply workflow validates that content is present and that the current user is still the Conversation owner.

22.4 Keyboard Shortcut

The deployed composer supports Cmd + Enter on macOS or Ctrl + Enter on other supported systems to send the current reply.

Use the shortcut only after reviewing the message because it performs the same send action as selecting the Send button.

22.5 Human Replies in the Thread

Human-authored replies are stored in the Conversation history and identified internally as human-originated messages. This allows the operator thread to distinguish human intervention from normal AI-generated activity.

22.6 Bot State During Human Chat

While you own the Conversation, the composer displays that the bot is paused while you are in the chat.

This prevents the AI Agent from simultaneously auto-responding while the human operator is actively responsible for the visitor.

22.7 Returning the Conversation to the AI Agent

When human handling is complete:

1. Finish the current visitor response.
2. Confirm that no immediate human follow-up is still needed.
3. Select Release.

After release, the bot can resume when the visitor sends the next message.

22.8 Hand Back to Bot from a Lead Record

If you are operating from a linked Lead record rather than the full Conversations page, the equivalent release action is labeled Hand back to bot.

22.9 Reply Safety

• Never assume the visitor still needs the same answer after a long delay; reread recent messages.
• Do not send from a Conversation owned by another operator.
• Check whether a canned reply needs customization before sending.
• Do not put internal notes into Reply mode.
• Release only after the human portion of the interaction is complete.