Customer ServiceJune 24, 20261 min read
When Agents Reply on Their Phone, Automation Stops
Client gets two replies — one from you and one from automation? See how to avoid this awkward situation.
Two replies, one confused client
Classic scene: agent replies quickly on their phone. Seconds later, automation sends another message — undoing everything.
Configure per channel whether automation pauses when someone replies outside Interflow.
Details: Changelog v2026.6.7
Clients getting duplicate replies?
Pause the assistant when your team replies on their phone — no conflicting messages.