AI rules
Inside each conversation, you can turn the AI on or off just for that contact.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
| Settings | What it's for |
|---|---|
| Sending responses | AI replies on its own (the response is sent right away) or AI suggests, team approves (the draft waits in the conversation until someone approves, edits, or discards it). In approval mode, scheduling, charging, sending proposals, media, or buttons stay with the team, and each draft counts as 1 credit. |
| Handoff to the team | The message the customer receives when the conversation is handed off to a person. Outside business hours, Cognizy adds when the team will reply. |
| Monthly credit limit | A monthly AI usage cap, so there are no surprises. |
| Who the AI serves | Contacts the AI ignores (suppliers, family, team) and, if you want, a closed list of served numbers. |
| Voice and audio | Pre-recorded audio and voice responses (text to speech). The AI also understands audio messages the customer sends. |
Inside each conversation, you can turn the AI on or off just for that contact.
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Where to find it in Cognizy