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Ask the Jaaxis Assistant to configure human handover, no-reply rules, and follow-up. The Training page is for reviewing Instructions, Knowledge, and Scenarios, not editing forwarding or blocklist forms.

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Configure handover

Prepare the extra situations that need your team, required customer details, and applicable channels. You need Assistant permission.
1

Describe when your team should take over

Open the agent and Assistant. Explain a business-specific situation, such as a refund exception needing a manager. State what a successful handover should include.
2

Specify information to collect

Name the required and optional fields and the relevant channels. Tell the Assistant if contact questions should be changed or turned off; do not assume every customer must give both name and email.
3

Check the completed setup

Let the Assistant configure and test the behavior. Read whether it is live or blocked, then review the relevant Training → Scenarios outcome.
4

Verify a handover

Try a matching request in Preview, then a harmless live-channel test. Check the team notice, starred conversation, and collected details in Inbox. Test a normal request too.
Jaaxis already includes common escalation situations. Add your business exceptions rather than repeating a long list of default rules.

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Configure silence

Tell the Assistant whether silence should follow an exact check, such as particular sender keywords, or the meaning of the message. State the channels and exceptions. Test both a matching message and a legitimate nearby question. Do not use a vague “ignore unwanted messages” instruction when a precise condition matters. Ask the Assistant to modify or remove the rule later.

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Follow up after silence

State the delay, purpose, channels, stop conditions, and what should happen after a customer answers. The Assistant configures the timed behavior; a sentence in Instructions alone does not establish it. Messenger, Instagram, and WhatsApp follow-ups must fit their reply windows. For LINE, follow-ups and additional reply messages consume your Official Account’s message quota. Review the Assistant’s quota notice.
Pausing a conversation stops its automated work. Resuming does not reopen a channel reply window. Check actual delivery before assuming a follow-up was sent.