There’s nothing worse than a bot interrupting a human conversation with, “Hey! Would you like to book an appointment?”…after your actual team member just handled it. 😅

Yeah, AI is powerful. But uncontrolled AI? That’s chaos disguised as “efficiency.”

In one of our recent team Zooms, Mario Aldayuz (Head of Partnerships at HL Pro Tools) walked us through how to use Voice AI without letting it run wild.

And honestly? If you’re managing an agency and trying to scale without losing your client’s trust or your sanity, these little tweaks can make a huge difference.

AI Is Smart… But Not That Smart

Here’s the thing most people miss:
Voice AI isn’t supposed to replace your team. It’s meant to support them.

So when you’ve got a customer talking to a real human, and the AI suddenly chimes in with its own plan… yeah, that’s not helping anyone.

Luckily, HighLevel gives us tools to keep AI in check.

🛑 Step 1: Tell the Bot When to Sleep

There’s a magical little toggle in the settings: “Send bot to sleep when manually messaged.”

Turn it on. Seriously. This tells your Voice AI: “Hey buddy, if a human steps in—zip it.”

It’s one of those settings that seems small, but instantly improves the customer experience.

Build Smarter, Not Harder

Mario also dropped some 💣s on how to make your AI adapt in real-time—based on what the customer says or does.

And this part? This is where it gets fun.

You can set up conditional triggers inside your workflows so that AI:

• Responds differently if the customer chooses Option A vs. Option B ✅
  
• Knows when to pass the convo to a human 🔄
  
• Avoids asking the same question twice (hallelujah 🙌)

Here’s what I recommend 👇

What You Should Do Today:

1. Turn on the “Send bot to sleep” toggle.
   You’ll find it in the conversation settings.
   
2. Map out your conversation flows.
   Use HighLevel’s workflows to create conditional triggers for different paths.
   
3. Test in a live environment.
   Watch how your AI interacts when a human jumps in. Tweak as needed.

When your AI respects human intervention and knows how to adapt mid-flow, you’re creating an experience that feels polished—not patchy.

Why This Matters for Agencies

Your clients don’t care about “cool automations.” They care about results and professionalism.

And a bot that knows when to step back? That’s the kind of experience that keeps clients around for the long haul.

Let’s be clear:
🔹 AI is your assistant.
🔹 Your team is your voice.
🔹 Your workflows are the glue.

Use them together—and you win.

Want Your Agency’s AI Game to Feel Effortless?

We help agencies scale smarter with white-label support, workflow systems, and done-for-you Voice AI that actually works like it’s supposed to.

Come check out what we’re building at 👉 hlprotools.com If you like leveling up without headaches, we’re your people.

Cool Free Thing: My Testimonial Workflow 👇

Before you can help businesses, you’ve gotta build trust.

And the fastest way to earn it? ⭐️ Testimonials.

So here’s a gift: My team’s internal Testimonial Workflow—free to steal. 

This thing makes gathering, editing, and organizing testimonials dead simple. No more awkward begging or chasing clients down.

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👉 Grab the walkthrough here