Who answers? — the decision order
In one sentence
When a message arrives, MsgBuddy checks a fixed priority order to decide who responds — human first, then an in-progress flow, then the AI, then a new flow, then simple rules — so exactly one responder acts and no one talks over anyone.
The order, top to bottom
| Priority | Responder | Wins when… |
|---|---|---|
| 1 | Human | Someone claimed/owns the chat |
| 2 | Flow (in progress) | The contact is mid-way through a flow |
| 3 | AI assistant | The chat is set to be AI-driven |
| 4 | Flow (new) | A published flow’s trigger matches the message |
| 5 | Rules | None of the above; simple rules (and AI fallback) handle it |
Why this order makes sense
- Humans first — your staff must never be interrupted by a bot mid-conversation.
- Finish what you started — if a customer is halfway through booking, resuming that flow beats starting something new.
- Then the smart-to-simple ladder — AI, then flows, then basic rules.
This is why claiming a conversation is the universal “off switch” for bots: a human in control sits at priority 1, so everything below it stays quiet until the human hands back.
A safety valve: no runaway bots
MsgBuddy also guards against bots getting stuck in a loop with each other or the customer — if automated turns pile up without progress, it backs off and lets a human step in. Automation is there to help, not to trap anyone.
If automation ever misbehaves, remember the two levers: claim the chat (instant silence), and check this order to understand why a particular bot answered. Nine times out of ten it’s “a published flow’s trigger matched” or “the AI was left on.”
How this connects
- This governs the Inbox “who’s driving” indicator.
- The responders are built in Rules, Flows, and the AI assistant.
Next: sell inside the chat — Commerce →.