How to Use Automated, Human, and Closed Modes in BOKBOK (Activity Log)

Step 1: Open the Activity Log

Sign in to BOKBOK and open your dashboard. Select the chatbot whose conversations you want to manage, then click the Activity tab. The Activity log lists all chat sessions for that chatbot—web widget chats, Facebook, WhatsApp, Instagram, and more.

Click a session on the left to read the full conversation on the right. You can change a session's mode without opening the conversation first.

Step 2: The Three Session Modes

Under each session in the Chat Logs list, you'll see three small buttons: Automated, Human, and Closed. The highlighted button shows the current mode.

New conversations always start in Automated mode until you change them. Human and Closed apply to that specific session only—not your whole chatbot or integration.

Step 3: Change a Session's Mode

To switch modes:

1. Find the session in the Chat Logs list on the left.
2. Click Automated, Human, or Closed under that session.
3. The selected button updates immediately (green for Automated, amber for Human, gray for Closed).

You can switch at any time—for example, set a chat to Human when a customer needs personal help, then back to Automated when you're done, or to Closed if the thread should no longer receive messages.

Step 4: When to Use Each Mode

Automated (bot on)

Use this for normal day-to-day operation. The bot saves messages, replies automatically, and uses your chatbot knowledge as configured. Most sessions should stay here unless you need to step in.

Human (handover to you)

Switch to Human when you want to handle the conversation yourself without the bot sending automatic replies. Important details:

• Inbound messages are still saved in the Activity log so you can read what the customer sent.
• The bot will not auto-reply on Facebook, WhatsApp, or Instagram for that session.
• Reply manually from your platform's Live Chat tab (e.g. WhatsApp Live, Facebook Live) or use your normal support workflow.
• Ideal for escalations, complaints, sales calls, or any case where a person should answer.

Closed (conversation off)

Use Closed when you want to stop the conversation entirely for that user:

• No bot replies.
• New inbound messages from that customer are not saved or processed for that session.
• Good for finished tickets, spam, test chats, or threads you no longer want in your inbox.

If you only want to pause the bot but still see new customer messages, use Human—not Closed.

Step 5: A Typical Handover Workflow

1. Customer messages your WhatsApp or Facebook page → session starts in Automated and the bot responds.
2. You notice they need a human → open Activity, find their session, click Human.
3. Customer keeps messaging → messages appear in the log; bot stays silent.
4. You reply from Live Chat or your own channel.
5. When resolved → click Automated to turn the bot back on, or Closed if the thread is done.

Step 6: Tips for Busy Inboxes

• Use the platform filter (All, Facebook, WhatsApp, Instagram, etc.) to focus on one channel, then set Human on sessions that need you.
• Mark old or resolved threads as Closed to keep your list manageable.
• Don't confuse session mode with WhatsApp integration "Auto / Live" in Integrations—that controls a different setting. Activity log modes control each customer conversation.
• Human mode is per session: turning one chat to Human does not affect other customers.