Inbox, customers and tasks
Work your conversations in one inbox, take over from the AI agent, route handoffs to your team, and keep customers and tasks organised.
8 articles
Articles
- Use the Conversations inboxFind your way around the Conversations inbox. Switch between views, search and filter conversations, and read what each status means.Read article
- Reply to customers and take over from the AI agentTake over a conversation from your AI agent, reply, leave internal notes, transfer it to a teammate and resolve it.Read article
- Choose where AI agent handoffs goDecide who gets a conversation when your AI agent hands it to a person. Use the Unassigned queue or one specific teammate, and pick manual or round-robin assignment.Read article
- Create and use canned responsesSave the replies your team sends most, then insert one into any conversation by typingRead article
- Mention a teammate and find your mentionsTag a teammate in an internal note with @ so they see it, and open your own mentions from one view in the inbox.Read article
- Create and manage tasksTrack follow-up work in Tasks. Create a task from a conversation, assign it, move it through your board and see tasks your AI agent raises.Read article
- Manage your customersFind, add, import and export customers, tag them in bulk, save filtered views, group them into segments and keep notes on each customer record.Read article
- Collect CSAT ratings after conversationsAsk customers to rate a conversation after it is resolved. Switch the survey on, write the question, choose the rating scale and decide when it is sent.Read article
Your AI agent answers customers first. When a conversation needs a person, it lands in your team's inbox. These guides show how to work in it.
You'll use Conversations, Customers and Tasks from the main menu in the console, and a few pages under Settings that control how handoffs, saved replies and satisfaction ratings work.
What you can do depends on your role. Owners, Admins and Supervisors can use everything in these guides, except that only Owners and Admins can delete customers in bulk. Agents can work conversations and see customers, and Viewers can look but not change anything. See Team and roles for the details.