How to intervene in a chatbot conversation ​

Intervene pauses chatbot and AI automation so you can reply as a human. In AvenPing Messages, open the conversation header menu and click Intervene. Click Stop Intervention when automation should resume. Agents need the Intervene in inbox permission.

Prerequisites ​

Step-by-step ​

  1. Open the conversation
    Sign in at app.avenping.com. Open Messages and select the chat.

  2. Click Intervene
    In the conversation header actions menu, click Intervene. The same control shows Stop Intervention while the chat is intervened.

  3. Reply as a human
    Use Type a message (or a template if the 24-hour window is closed). Chatbot and AI sessions stay paused.

  4. Optional: assign an agent
    Use Assign agent in the header if a teammate should own the handoff. See How to assign a conversation to an agent.

  5. Click Stop Intervention
    When the human should stop, click Stop Intervention. Automation can run again on later inbound messages, depending on your chatbot triggers.

TIP

The chatbot Intervene node does the same pause. Use the inbox button for unplanned takeovers.

WARNING

Leaving a chat intervened forever blocks chatbot replies. Always Stop Intervention when the human is done, unless a flow Auto resume after is set.

FAQ ​

Why is Intervene missing?

Your agent role may lack Intervene in inbox. Ask an admin to enable it under Settings → Manage Agents.

Does Intervene stop the AI agent?

Yes. Intervene clears the flow and AI session for that conversation until you stop intervention or auto-resume fires.