The inbox and handing off.

The inbox is where your team sees every conversation and picks up the ones the assistant hands over. Everyone in the team can use it.

Tabs

Search finds words in the conversation, or the visitor's name or email if they gave one, whatever the tab.

The hand-over process

1. The visitor asks for a person, the assistant cannot find a good answer and offers one, the visitor says an answer did not help, or the visitor sends a request.
2. The conversation becomes Waiting for a person and moves to the Waiting tab. Your team is notified: the available members first, or everyone when nobody is available. See Notifications.
3. A hand-over card at the top of the conversation shows why it was handed over, what the visitor wants (a summary written by AI, to check against the conversation), what the assistant already told them, and any contact details and requests.
4. Someone chooses Take. The visitor sees that they joined, and the assistant stays quiet from then on.
5. When it is resolved, choose Close, or Hand back to AI if the assistant can carry on.

Outside your opening hours, or when nobody is available, visitors are offered a message form instead of a live hand-over. Those messages arrive in the inbox like any other conversation.

Conversations handled only by your team do not count towards your AI allowance.

Assign a conversation

1. Open the conversation in the inbox.
2. In the header, choose a teammate in the Assign to list (it shows who is away). Choose Unassigned to clear it.

Assigning a conversation that was with the assistant or waiting moves it to that person. They get a notification, unless you assigned yourself. To take it yourself, choose Take.

Hand a conversation back to AI

1. Open the conversation.
2. Choose Hand back to AI in the header.

The assistant answers the visitor's next messages again, the assignment is cleared, and the visitor sees a short note. The button is shown on open conversations that are with a person or waiting, but not on email conversations or closed ones.

Reply, notes and canned replies

• Reply sends a message to the visitor with your display name. Internal note is for the team only and never shown to the visitor.
• Draft a reply asks AI for a draft from your knowledge. Nothing is sent until you send it yourself.
• Canned replies insert a saved answer. Manage them with Canned replies at the top of the inbox.

Close and reopen

Close finishes the conversation; the visitor may be asked to rate it. Reopen brings back a closed conversation: to the person it was assigned to, or to Waiting.

Deleting a conversation

Admins and owners can delete a conversation, for example when a visitor asks you to. Deletion is permanent and recorded in the audit log. See Privacy and your visitors' data.