Session Limit & Cooldown · Entagl Help Center

Overview

If one conversation goes back and forth with the AI too many times within 24 hours (20 AI replies by default), Entagl pauses the AI for that conversation — this is the cooldown. The AI resumes automatically when the cooldown ends, or you can resume it early from your inbox. You get a notification when it happens, and the customer can receive one polite closing message so they're never left hanging.

Features

Back-and-forth limit

Choose how many AI replies one conversation can use within 24 hours (5–100, default 20). One back-and-forth = a customer message plus the AI's reply.

Cooldown period

How long the AI rests before continuing that conversation automatically — from 1 hour to 3 days (default 24 hours).

Polite closing message

When the limit is reached, the customer gets one friendly message telling them a team member will follow up. You can customize the text — it's translated to all supported languages automatically.

Inbox indicator & early resume

Cooled-down conversations show an amber hourglass with a live countdown in your inbox (web and mobile). Open the conversation and tap Resume AI to end the cooldown early.

Common tasks

Change the limit or cooldown

About 1 min

Open the sidebar → Configuration → Agent Configuration → General.
Scroll to Session Limit & Cooldown.
Drag the slider to set the back-and-forth limit, pick a cooldown period, and save.

Resume a cooled-down conversation

About 1 min

Open Inbox and find the conversation showing the amber hourglass.
Open it and tap Resume AI — the conversation gets a fresh allowance right away.

Tips

Most genuine customer conversations finish well under 20 back-and-forths — if a chat hits the limit, it's usually going in circles or another bot is on the other side.

Turning the protection off means a single conversation can use unlimited AI replies. We recommend keeping it on.