26 September 2026·1 min read
When the AI should stop and a person should reply
Autopilot is for the questions you answer every day. Complaints, exceptions, and anything you would not want said out loud belong with your team.
The point of WaFlow is not to hide your team. It is to answer the repeat questions — hours, prices, slots, “are you open?” — so a person only joins when the chat actually needs one.
Leave these on autopilot
Service lists, fees, class timings, and “can I get a slot tomorrow” are the conversations that pile up while the front desk is with someone else. If the answer already lives in your FAQs, prices, and hours, the AI should give it.
Hand these to a person
A refund, a complaint, a medical question, a custom package, or a customer who is already frustrated should not stay on autopilot. WaFlow can pause the AI so your team continues in the same thread, with the history still there.
If you would not want a new hire to improvise the answer, do not let the AI improvise it either. Put that case in your escalation rules and reply yourself.