Pauses and Status
Pause a channel or your project's AI in an emergency, and check Status and AI usage to see whether your business is serving customers.
Updated:
There are three tools for when something goes wrong (spam, unexpected costs, Inbox noise) and two screens to see how your service is doing.
Pause a channel
Every connected channel (WhatsApp, Telegram and web chat) can be paused without disconnecting it, in Settings → Channels. Owner and manager only. There are two levels:
| Level | What happens | When to use it |
|---|---|---|
| Pause bot | Messages are still stored and reach the Inbox, but the bot does not reply or spend AI. The conversation switches to human mode, flagged for attention. Optionally the customer gets one fixed message (you choose the text; by default "A person will reply shortly."). | You want to handle things by hand for a while. |
| Pause channel | Everything arriving on the channel is discarded: no customers, conversations or messages are created, and there is no AI. Only a count of discarded messages is kept. The team cannot send on that channel either. The web chat stops showing. | There is spam or abuse. |
Steps:
- Go to Settings → Channels and find the channel.
- Tap Pause bot or Pause channel.
- Write a reason (optional), decide whether to send the fixed message and confirm.
- To go back, tap Resume.
While something is paused, the dashboard shows a notice with who paused it and since when. Everything is recorded in the audit log.
Pause the project's AI
It is an emergency switch in Settings → AI usage: it cuts all of the project's AI consumption (bot, Wagy, knowledge and audio transcription) before another cent is spent.
- The bot replies with a fixed message and moves the conversation to the Inbox with attention flagged.
- Knowledge imports wait, without error, and resume when you turn AI back on.
- Everything else keeps working: calendar, tasks, customers and manual actions.
Tap Pause AI and confirm; to go back, Resume AI. Owner and manager only.
Automatic pause for spam or abuse
On by default, in Settings → AI usage. Two protections, neither of which ever pauses the whole channel (so no legitimate customer is lost):
- Silence per contact. If one contact sends more than 15 messages in 5 minutes (or 60 in an hour), the bot stops answering them in that conversation for 30 minutes. Messages are still saved and reach the Inbox; only the AI and automatic replies are cut. The conversation is flagged for attention with the reason "possible spam", you get a spam notification and, from the conversation, Reactivate bot brings it back early. When the cooldown ends the bot comes back by itself.
- AI spend brake. If the project goes over 300 AI calls in 10 minutes, the project's AI pauses itself (reason: automatic) and we notify you. This pause does not lift by itself: a burst like that can be a loop or an attack, and resuming on its own would spend again. You see it in Status and AI usage, and you resume it with Resume AI once you have checked what happened.
Your team's messages and the simulator's do not count. Owner and manager can turn it off or change the thresholds and the cooldown.
My service status
Settings → Status (owner and manager) answers in plain language whether your business is serving customers. It shows an overall traffic light and one card per part:
- WhatsApp: whether it is connected and receiving messages.
- Automatic assistant: whether the bot is on.
- Smart replies: whether AI quota is available this month.
- Web chat and Telegram: allowed sites and active sessions, last message, usage caps reached, Telegram webhook, delivery errors and customers who blocked the bot.
- The available channels you have not connected yet, with a link to Channels.
Each card with a problem has a link to fix it. If something is paused, that is shown too.
AI usage
Settings → AI usage shows how much AI your business used this month and your plan's limit, with warnings at 80 % and at the limit.
- At the limit, AI features pause and AI automations wait in the inbox; everything else keeps working.
- If usage cannot be confirmed, "Uncertain usage" appears and AI may be limited.
- The amount is the known subtotal, not an invoice.
- With Request more (owner) you notify the Fiuit team to raise the limit.
Who can do what
| Action | Owner | Manager | Team and read-only |
|---|---|---|---|
| Pause or resume channels and AI | Yes | Yes | No |
| See Status and AI usage | Yes | Yes | No |
| Request more AI | Yes | No | No |
| Connect Telegram or publish the web chat | Yes | No | No |
More about permissions in Roles and permissions.