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Pause a conversation when a person needs to take control without competing with automated replies.
1

Open the customer conversation

Open Inbox, choose the relevant agent and conversation, and read the recent messages and retrieved sources before responding.
2

Pause automated replies

Select Pause in the conversation controls. The control changes to Resume, confirming that the agent will not send automated replies in this conversation.
3

Write the human response

Enter the reply in the message composer. Add only files the customer should receive, then review the text, recipient, and attachment before sending.
4

Send through the original channel

Send the message. Confirm the human reply appears in the conversation and is delivered through the channel where the customer contacted you.
5

Resume when handoff is complete

Finish any promised follow-up, summarize the outcome in the conversation, and select Resume only when the agent can safely handle the customer’s next message.

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When the reply window is closed

For Messenger, Instagram, and WhatsApp conversations, Jaaxis disables sending when the reply window has closed. Read the channel-specific notice, which directs you to reply on that channel. Other connected channels can have their own sending restrictions. Open the named channel directly and check the reply options available there. Pausing or resuming the Jaaxis agent does not reopen the reply window. Do not assume a message was delivered just because it appears in the conversation; check for a delivery failure before trying again. If the notice says Waiting for the customer to reply, wait for a customer message before replying through Jaaxis.

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Revise an agent reply

When the interface offers Revise or Improve, review the customer’s question and the original answer before sending a replacement. Correct the underlying knowledge or behavior as well, so the same problem does not repeat.
Summarize any promise, exception, or next action clearly in the conversation before resuming automation.

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A message was not delivered

Open the Not delivered warning beside a failed outgoing message. Use Retry if available after resolving the connection or reply-window problem. Use Delete only to remove the failed message you no longer need. Confirm delivery on the customer channel after retrying; a message bubble alone is not proof of delivery.

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Translate a conversation

Use Translate in the conversation header to read translated messages in your interface language. Turn it off to return to the original display. This choice is remembered for that conversation in the current browser. While translation is on, your typed reply is translated into the customer’s language before sending. Check the destination and intended meaning carefully. If translation fails, Jaaxis reports that nothing was sent; correct the problem before retrying. Translation is an inbox feature, not a setting that changes the customer agent’s language, and it is not an Assistant or MCP operation.