Choose reply behavior
Open https://app.message.com/settings/ai/responses. Review the reply mode, first-responder turn or time limits where shown, handoff-on-request setting and low-confidence behavior. These are workspace settings, not a universal confidence percentage.
Set boundaries
Use https://app.message.com/settings/ai/guardrails for topic and personal-data protection and frustration handoff. A question about your tracking emails is ordinary business support; it should not be treated as a request to export customer data.
Understand a handoff
When a person takes over or a conversation is handed off, AI may pause to avoid competing replies. Check the conversation’s AI state and assignment before expecting another automated answer. A refusal of an off-topic question does not by itself mean the customer should disappear from the queue.
Test your policy
Test a direct request for a human, a question missing from your knowledge, a private-data request and a normal follow-up. Confirm the customer gets an appropriate response and your team can see and handle the conversation.
Keep going
Put the next step into practice, or ask us about your setup.