Rezzy AI Feature Request: Pause / Hold Chat When Escalated to Host Request

Please add a Pause or Hold Response button for Rezzy AI that allows the AI to temporarily stop replying in a conversation when either of the following occurs:

1. The guest sentiment turns negative

2. The issue has been escalated to the host

Reason for Request

When a guest becomes upset or a matter has been handed off to the host, Rezzy should not continue replying at the same time the host is also responding. Dual responses can confuse the guest, create mixed messages, and make the situation harder to resolve.

Desired Behavior

When the pause feature is activated:

• Rezzy stops sending automated replies in that thread

• The host can take over communication without interference

• Rezzy resumes only when manually re-enabled

• The pause should remain active until the host clears it

Benefits

• Prevents conflicting messages

• Improves guest communication during sensitive situations

• Reduces confusion when the host is actively handling the issue

• Helps maintain a more professional and consistent guest experience

• Gives the host full control during escalations or difficult conversations

Suggested Trigger Options

This feature could be activated:

• Manually by the host

• Automatically when a negative sentiment threshold is detected

• Automatically when a conversation is marked “Escalated to Host”

Summary

A pause function would make Rezzy more effective during high-risk or sensitive conversations by ensuring the host and AI are not replying at the same time. This would improve clarity, reduce confusion, and strengthen guest confidence in the support process.

Hi Peter,

Good news, there is already a pause function available today that can be used manually.

When you're in the Inbox viewing a conversation, you'll see a toggle next to Rezzy Responding in the upper-right corner. Clicking that toggle allows you to pause Rezzy responses for a selected period of time, preventing Rezzy from replying while you handle the conversation yourself.

Personally, I find that a temporary pause of an hour or so is often enough to address most situations. For more sensitive cases, you can pause indefinately and simply take over the conversation and leave Rezzy paused until you're ready to re-enable it.

That said, I do think your other suggestions have merit. In particular, it could be useful for Rezzy to automatically pause when sentiment becomes highly negative, or when a conversation is explicitly escalated to the host. In those cases, a notification could be sent to the host letting them know Rezzy has stepped aside and that it's now up to them to continue the conversation.

Thanks for the suggestion!