> For the complete documentation index, see [llms.txt](https://docs.omnichat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnichat.ai/en/features/omni-ai-add-on-feature/omni-ai-use-case/omni-ai-faqs.md).

# Omni AI FAQs

### Q: While a conversation is in the "AI Chat" status, if the customer manually sends a message that matches a keyword, will it trigger a "Keyword Auto-reply"?

A: No, it will not. However, please note the following two exceptions:

1. If the customer triggers the flow by scanning a "Keyword Auto-reply" QR code or clicking a link, they will receive the auto-reply content. *(Prerequisite: The LINE platform must be integrated with LIFF, and the feature to* [*send without manual input*](https://docs.omnichat.ai/features/marketing/xun-xi-zi-dong-hui-fu#guan-jian-zi-zi-dong-song-chu-gong-neng) *must be enabled.)*
2. In addition, if the customer triggers the chatbot card via a "click" action, it can still trigger normally. *(e.g., clicking a button on a chatbot card, clicking a LINE rich menu...)*

### Q: If a conversation is bound to an OMO member, can the AI Agent still be triggered?

A: If an OMO member is bound to a conversation, the conversation must first be closed to exit the "My Cases - Progress" status before the AI Agent can be successfully triggered.

### Q: How can a conversation exit the "AI Chat" status?

A:

* AI Chat → Closed
  * A team member directly closes the conversation from the "AI Chat" status.
  * Supports 3rd-party AI Agent calling Open API to auto-close the conversation.
* AI Chat → My Cases - Progress
  * A human agent follows up on the conversation.
  * "Add WhatsApp Conversation" on the conversation page.
  * Keyword auto-assign is triggered (e.g., matches a keyword for assignment conditions).
  * Supports 3rd-party AI Agent calling Open API to auto-assign the conversation.