Block the AI agent on individual tickets

You can now stop the AI agent from contributing to a specific ticket, allowing a human agent to take full control of the conversation. This is especially useful for complex issues, sensitive cases, or scenarios where human judgement is required.

Previously, AI participation could only be limited at an account-wide level once an agent replied. With this update, control is more granular—agents can decide, ticket by ticket, when AI should step aside, while still benefiting from automation everywhere else.