Inbox
Take over and hand back.
How conversations move between the AI and your team, and how to answer a customer yourself.
A conversation is handled by either the AI or a person, never both at once. That way a customer never gets two different answers.
When the AI hands off
The AI passes a conversation to your team when the customer asks for a person, reports a damaged or wrong item, or your instructions say a teammate must handle it. The customer can also press Talk to a person at any time. See How agents answer.
The conversation then shows Needs human in the inbox, the AI stops replying, and the customer sees that a teammate has been asked to join. If nobody has the inbox open, your team gets an email alert.
Take over
Open the conversation and press Take over. The AI pauses, the status becomes Human handling, and the conversation is assigned to you. Type your reply and press Enter. The customer sees it in their chat right away, marked as coming from your team.
You can take over any conversation, not only the ones that need a person. If the AI is answering and you'd rather reply yourself, press Take over to step in.
Read Summary so far before you reply. It tells you what the customer needs and what the AI already said, so you don't ask them to repeat it.
Hand back to the AI
When you're done, open the ⋯ menu at the top of the conversation and choose Hand back to AI. The AI answers the customer's next messages again. Or mark it resolved if the conversation is finished.
Who sees what
| Customer sees | Your team sees | |
|---|---|---|
| AI answers | Yes | Yes, with sources |
| Team replies | Yes, with your team's name | Yes |
| Internal notes | No | Yes |
| Events like "took over" | No | Yes |