What to Do If Your AI Sends the Wrong Message

AI Training
July 28, 2025•3 min read

Absolutely — here’s the full post for your next Priority One help doc, now including the "Pause AI and Respond Manually" section you requested:

What to Do If Your AI Sends the Wrong Message

Sortelle AI is designed to save you time, but it may occasionally send a message that feels off-brand or a bit too soon. This guide walks you through what to do if your assistant replies in a way you wouldn’t have.

By the end, you’ll know exactly how to pause your AI, correct the response, and train it so it gets smarter next time.

Step 1: Review the Message

Open the Conversations tab in your Sortelle dashboard (desktop or mobile app).

Click into the message thread in question and review:

  • What the lead said

  • How the AI responded

  • Whether the reply was early, off-tone, or just incorrect

Step 2: Pause the AI and Take Over Manually (If Needed)

If your AI sends something off-brand or premature, don’t worry—you’re always in control.

From Desktop:

  1. Go to the Conversations tab in your dashboard

  2. Click into the thread where the issue occurred

  3. Click the three-dot menu (⋮)

  4. Select “Pause AI” for that lead

From Mobile App:

  1. Open the LeadConnector app

  2. Tap Conversations

  3. Tap the conversation you want to pause ai for.

  4. Click the three-dot menu (⋮) & follow the options to deactive or activate the Ai.

Then:
Type and send your own reply manually. This allows you to steer the conversation in the right direction while keeping the lead warm.

Once things are back on track, you can either continue manually or resume the AI at any time.

Step 3: Train the AI to Improve

Your feedback is how Sortelle AI learns your voice.

Use the thumbs up/down icons next to the AI’s message:

  • 👍 Thumbs Up: “This was a good reply.” Reinforces what to say again.

  • 👎 Thumbs Down: “Not quite right.” You’ll be prompted to leave a note or correction.

That note becomes part of your AI’s training profile, helping it adapt to your preferences.

Step 4: Add a Custom Response (Optional)

If there’s something specific you’d like your AI to say next time, create a custom response.

From Desktop:

  1. Go to Settings → AI Assistant → Custom Responses

  2. Click + Add

  3. Add the trigger keyword(s)

  4. Type the exact message you’d prefer the AI use

  5. Save

This ensures better control over tone and phrasing, especially for sensitive or common topics.

Step 5: Test the Change

Want to confirm your update worked?

You can test your AI in the AI Agents tab of your Sortelle dashboard:

  • Select your assistant

  • Click Preview

  • Type a message your lead might send

  • Watch how the AI responds using your updated logic

This lets you see how it’s learning—without needing a real lead to test.

You’re Always in Control

Sortelle AI was built to work with you—not replace you. If something goes off-script:

  • Pause the AI

  • Respond manually

  • Train it for next time

The more you guide it early on, the more hands-off your workflow becomes later.

Want help reviewing a response? Submit a support ticket or chat with us live.

Let me know if you want help prepping images or a blog description next!

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