Ever had this happen?
You’re chatting with a customer. Things are going great. Then suddenly… BAM 💥 Your AI assistant jumps in with an off-topic message like it just woke up from a nap and forgot where it was.
“Hi! What can I help you with today?” Ugh. Read the room, AI.
This kind of thing kills trust, momentum, and sometimes even the sale. And here’s the good news—HighLevel finally gave us a fix for it.
Let me show you how to use this small-but-mighty setting to make your AI feel smarter, not pushier. 👇
The Bot Needs a Nap Sometimes
One of the most underrated HighLevel features right now is this little gem:
🛠 “Send bot to sleep when manually messaged.”
It does exactly what it says. When one of your team members replies to a customer, the bot backs off and stays quiet. No weird interruptions. No awkward double messages. Just smooth, human-first convos.
Why this is relevant:
- Stops the bot from stepping on your toes during manual chats
- Lets your team control the conversation when it matters most
- Keeps your customer experience ✨ sharp ✨ instead of robotic
Automation + Humans = Power Duo
Let’s get something straight—I love automation. I run an entire business around it. But not every conversation should be handled by a robot.
That’s where HighLevel’s smart workflow triggers come in. In our last team call, Mario (our Partnerships guru at HL Pro Tools) showed how you can build workflows that shift between AI and human based on how the customer responds.
Think:
- If the customer says “I need to speak with someone,” the bot stops and routes to your team.
- If they’re just asking for your hours? Let the AI handle it.
These little logic tweaks make a huge difference in customer satisfaction—and honestly, they make your whole system feel more intelligent.
Here’s What I’d Do Right Now:
If I were setting this up from scratch, here’s what I’d do today:
👉 Turn on “Send bot to sleep when manually messaged” (Settings > Labs or Automation, depending on your version).
🔄 Update your workflows with logic paths that hand off to humans when needed.
📊 Monitor real convos to see where the AI should step in—and where it shouldn’t.
Seriously, these three moves alone can dramatically improve how your business sounds, feels, and converts on the front end.
The Big Idea
HighLevel isn’t just about automating everything. It’s about creating smart systems that know when to shut up and know when to take action.
The “sleep the bot” toggle is one of those small details that separates the pros from the amateurs. Add in some smart workflows, and suddenly your support system feels less like a robot—and more like a concierge.
If you want help dialing this in for your agency or client accounts, hit us up at hlprotools.com. That’s literally what we do all day.
Cool Free Thing
Before you can help businesses with your service, you need to establish trust. And the fastest way to earn trust? ⭐️ Testimonials.
In the spirit of free stuff, I want to give you my team’s full Testimonial Workflow. This is the same system we use to gather, edit, and organize testimonials across dozens of client accounts.
🚀 It’s fast.
📥 It’s repeatable.
🎉 It actually works.
