Global Kill Switch for AI Chat (ai_off)

Background & Purpose

This SOP outlines how to implement and use a global “AI Kill Switch” in Assistable’s chat and phone systems. This allows users to easily turn off AI responses and reroute chats or calls to a human agent by applying a specific tag (ai_off). This helps maintain control over automated responses, especially during sensitive or manual-handling scenarios.

 

 

 

Step-by-Step Process:

For Chat AI:

1. Access Contact Record:

   • Go to the contact in GHL where you want to toggle AI.

2. Apply Kill Switch:

   • Add the tag: ai_off

   • This will stop the AI from responding in chat.

3. Verify AI is Off:

   • Send a message like “Can you help me?”

   • Confirm that AI does not respond.

4. Re-enable AI:

   • Remove the ai_off tag to restore normal AI chat behavior.

   • Test again to confirm response is active.

For Voice (Phone) AI:

1. Set Up Conditional Workflow (LC Phone Only):

   • Go to Workflows > IVR AI Switch.

   • Add condition:

     • If contact tag does NOT include ai_off → Proceed with AI Response

     • If contact tag includes ai_off → Send to Human or Manual Transfer

2. Test With and Without ai_off Tag:

   • Place a test call with no tag → AI answers.

   • Apply ai_off tag → AI does not respond, call routes to a human.

3. Optional Custom Button:

   • If buttons are pre-programmed, use the toggle button to add/remove the tag easily.

   • Otherwise, manually apply the tag in the contact profile.

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Definition of Done:

• The ai_off tag successfully prevents the AI from responding in both chat and voice. (This works for voice (LC Phone only) if you are using IVR. )

• When the tag is removed, AI functionality resumes normally.