How to Automatically Return Chat to AI

What is Chat Timeout?

When a human agent takes over a conversation from AI, the chat stays assigned to that agent. Chat Timeout automatically returns the conversation to Fuely AI after a set period of inactivity, so you don't have to reassign it manually.

This is useful when agents handle a chat but forget to hand it back — the timeout ensures AI picks up the conversation again without any gaps.

Set it up in Settings

1. Go to Settings in the sidebar.
2. Open the Chats section.
3. Find the Chat timeout option.
4. Choose the timeout period — this is how long the system waits after the last agent message before returning the chat to AI.

Once enabled, any chat assigned to a human agent will automatically switch back to Fuely AI after the chosen period of inactivity.

Or ask the AI Co-Worker

Tell it what you want in chat:

"Return chats to AI after 30 minutes of agent inactivity."

It applies the change and confirms what it set.

How it works

• The timer starts after the last message sent by the human agent in that chat.
• If the agent sends another message, the timer resets.
• When the timer expires, the chat is reassigned to Fuely AI and automation resumes.
• If the agent closes the chat before the timeout, the timer is cancelled — closed chats are not returned to AI.

When to use it

• Small teams where agents handle multiple chats and may forget to reassign back to AI.
• After-hours coverage — if an agent replies late in the day and leaves, AI takes over again automatically.
• High-volume inboxes where manual reassignment slows things down.

Tips

• Start with a longer timeout (e.g., 30 minutes or 1 hour) to avoid AI jumping back in while the agent is still helping the customer.
• If your team typically wraps up conversations quickly, a shorter timeout works well.
• Chat Timeout works alongside your Switch to human rules — it does not override them, it only applies when a chat was already assigned to an agent.