Hi ManyChat team and community,
I’d like to propose a feature that would significantly improve the user experience for businesses using live support alongside automation.
The Problem:
Currently, when a support agent jumps into a conversation to engage manually with a user, the automation flows can continue to run and interrupt the human-to-human conversation. This creates a disjointed experience for both the agent and the customer.
The Solution / Feature Request:
Allow ManyChat admins to pause or stop the automation for a specific user by sending an internal command (such as typing “Stop” in an admin-only field or panel) without notifying the customer.
Why This is Important:
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It prevents automation from interfering during manual support.
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Gives admins full control over when bots should step back.
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Creates a seamless handoff between bot and human agent.
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Competitor Reference: Platforms like GoHighLevel already offer a similar internal stop/pause feature.
Use Case Example:
A customer is talking to a bot, then a support agent takes over. The agent could trigger an internal "Stop" to prevent further automated messages while they resolve the issue personally.
This would be especially valuable for businesses that rely on both automation and live support—helping maintain clean, professional conversations.
Would love to hear thoughts from the community and if this is something the ManyChat team could consider for a future update!
Thanks,
Samar Abbas