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For an AI agent to serve customers, two conditions must be met:
  1. The agent is Active.
  2. The agent is linked to one or more channels in the AI Agent (Optional) field.
This page explains both steps, how to pause the agent and how to change the agent on a channel. Only the Administrator role activates, deactivates and deletes AI agents.

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How agents and channels relate

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Activate or deactivate an agent

1

Open the agent list

In the sidebar, click AI Agents. Each card shows the purpose, the tone and the Active or Inactive status.
2

Open the card menu

Hover over the agent card and click the three-dot menu.
3

Click Activate or Deactivate

The option changes according to the current status. BluBash confirms with the message Agent status changed successfully! and updates the card badge.
The number of agents active at the same time depends on your plan. If the limit is reached, activation is not completed and BluBash shows the reason. On a plan downgrade, agents above the new limit are deactivated.
1

Open the channel

In the sidebar, click Channels and then the channel (WhatsApp, Instagram or Webchat).
2

Choose the agent

In the Channel Settings section, open the AI Agent (Optional) field and select the agent.
3

Save

Click Save. From then on, new conversations on that channel are handled by the agent.
4

Repeat on other channels

For the agent to also serve Instagram or Webchat, do the same on each channel.
You can also choose the agent when creating a channel: the AI Agent (Optional) field appears together with Default Team in the Add New Channel wizard. Create a channel → · Edit a channel →

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Change or remove the agent on a channel

  • Change: in Channel Settings, select another agent in AI Agent (Optional) and click Save.
  • Remove: select No agent assigned and click Save. The channel is then handled by the team only.
Use removal to take AI off a specific channel without affecting the other channels the agent serves.

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When to activate and when to deactivate

Deactivating does not delete anything: trainings, skills, apps and settings are kept and apply again when you reactivate.
For maintenance on a single channel, prefer removing the agent from that channel. For maintenance on the whole agent, deactivate it, adjust, test in Test Agent and reactivate.

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Conversations already with AI

If a conversation is already with AI and you want a person to continue, open the conversation and click Take Over. Do this also before deactivating the agent or removing it from a channel, in conversations where the customer is still waiting for an answer. Hand off to AI and take over conversations →

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Delete an agent

1

Open the card menu

In AI Agents, hover over the card and click the three-dot menu.
2

Click Delete

The Delete Agent window warns that the action cannot be undone.
3

Confirm by typing the name

Type the exact agent name in the Type the agent name to confirm: field and click Delete.
Deletion is permanent and cannot be undone. If you only want to pause, deactivate. Before deleting, replace the agent on the channels it is linked to.

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Indicators in the interface

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Best practices

  1. Activate gradually: start with one channel, follow the first conversations and then link the others.
  2. Watch closely at the start: review the agent’s conversations in the 360° View and adjust the training.
  3. Keep the team close: configure transfers for each area and make sure someone receives the conversations.
  4. Validate on each channel: after linking, send a real message through WhatsApp, Instagram Direct and Webchat.

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Next steps