Pause or interrupt the AI

You can stop Razviel's AI for your brand at any time, with two controls. Pause New Ticket Routing stops new tickets from reaching the AI and lets current conversations finish. Interrupt AI Generation stops the AI immediately and hands current conversations to your team. With either one on, your tickets go to your helpdesk.

Find the controls

1. Open Fleet in your dashboard.
2. Select one of your AI agents to open its profile.
3. Find the two controls in the controls section of the profile.

The controls apply to your brand's AI, not to one agent.

The two controls

Pause New Ticket Routing

Stops the entry. New tickets are no longer routed to the AI, and go straight to your helpdesk. Conversations already in progress continue with the AI until they end. Use it when you notice something you want to look at, without cutting anyone off.

Interrupt AI Generation

Stops everything, now. New tickets go to your helpdesk, and conversations in progress are closed on the AI's side and handed to your helpdesk with the full conversation, so no customer is left without an answer or has to start over. Use it as an emergency stop.

Why tickets go to your team and not to a Human Node

Every ticket starts with the AI, which sorts it and collects its context. A Human Node works on cases that arrive prepared. With the AI stopped, there is no one to prepare them, so the tickets go to your own team.

When you switch the AI back on

Each ticket that went to your helpdesk while the AI was stopped is checked:

• Your team has not answered it — it returns to Razviel and follows the normal path, starting with the AI.
• Your team already answered it — it stays with your team.

When Razviel cannot confirm whether your team answered, the ticket stays with your team. Tickets that arrive after you switch the AI back on follow the normal path.