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Pause or turn off the AI CSR

Use Pause when you need Maya to stop handling calls on her own — for example, during a staffed event or a system maintenance window. Pause does not cut off callers; Maya still answers and immediately transfers to your default target.

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Before you start

You must have Admin or Manager access to change Maya’s operational state. Pausing affects all inbound calls immediately — notify your team before enabling it during business hours.

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Steps

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Pause Maya (soft kill) from the dashboard

  1. In the left navigation, click AI CSR.
  2. On the dashboard, find the status bar showing Maya is on.
  3. Click the Pause button. Maya enters soft-kill mode: she answers every inbound call and immediately transfers it to your default transfer target rather than handling it herself.
  4. The status bar updates to reflect that Maya is paused. The Pause button changes so you can resume.
  5. To resume normal operation, click Resume (or the equivalent toggle) in the same status bar.

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Pause Maya from Settings

  1. In the left navigation, click AI CSR, then click Settings (top of the dashboard).
  2. On the Maya Settings page, scroll to the Trust & Safety section.
  3. Enable the Pause Maya (soft kill) toggle. The page auto-saves.
  4. To resume, return to the same section and disable the toggle.

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Turn Maya off entirely

  1. On the AI CSR dashboard, click the Turn off button next to the status bar.
  2. Confirm the action when prompted. Maya stops answering calls and your phone number will ring through to whatever fallback you have configured outside of Servinix (for example, your carrier’s voicemail or a forwarding number).

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Result / verify

After pausing, place a test call to your business number. You should hear Maya answer briefly and then be transferred, rather than Maya proceeding through her normal booking or message-taking flow. After turning off, the call should not be answered by Maya at all.

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Troubleshooting

If Maya appears paused but calls are not being transferred, check that a default transfer target is configured in the Transfer rules section of Maya Settings. Without a default target, transferred calls may drop.