Inbox
Taking Over from AI
Continue human support in the same conversation, pick up queued requests, and close chats after handling them.
When a request needs human judgment, an operator can take over from the bot and continue replying. Customer and AI history stays in the same Inbox conversation; takeover does not create a separate ticket or another window.
When should you take over?
- The customer asks for a person.
- The answer requires information or a decision the bot cannot provide.
- You need to inspect an action result, form, or previous reply to resolve the issue.
Read the earlier messages, contact details, and action results first so the customer does not have to repeat information.
Take over a conversation
Open the latest thread
Find the conversation in the Inbox. If the customer requested support, start with Waiting for an agent.
Assign it to yourself
In the details panel's Assignee row, select Assign to me. Automatic bot replies are paused, and a pending conversation becomes open.
Send a reply
Write in Reply mode and send. Sending a public operator reply in a conversation that supports replies also hands handling to a person. Use Personal Note for internal coordination.
See Conversation assignment for changing or removing the assignee.
Customer-requested handoff
The Request Operator action can put the conversation in the support queue. Bot behavior until pickup depends on that action's settings; entering the queue does not always pause the bot immediately.
Configure the action's conditions and any information required before handoff using its guide. Operators pick up the request from this Inbox.
Handling statuses
| Status | Meaning |
|---|---|
| Open | The conversation is active and may be handled by AI or an operator |
| Pending | The conversation is in the human support queue |
| Closed | Handling of this thread has finished |
| Snoozed | The conversation is snoozed and can be found through custom view status filters |
Check the AI row in the details panel to see whether the bot is active. Open status alone does not identify who replies. Setting a snooze time from the details panel is not enabled in the current interface.
Finish handling and continue later
Select End Conversation after resolving the request. Resolution is an event that can run the survey.
Choose Reopen Conversation to continue human support in a closed chat. This may create a new thread within the same conversation. Reply in the new thread and read earlier history in the timeline or Archive. Manually reopening does not reactivate the bot.
When the customer sends another message after the conversation ends, the same thread may reopen or a new one may begin, depending on its previous state and how it ended. After the previous thread has ended definitively, a new one can start with AI again. Closing a thread should not be interpreted as immediately enabling AI in that same thread.
Channels and history
Read-only channels do not support replies, assignment, or status changes. Sending Inbox messages on the API channel is also unavailable. Open the latest thread before replying to an earlier one.
Instagram public replies depend on the channel's reply window. When it is closed, private notes remain available. See Replies and notes for sending details and troubleshooting.