Inbox & human help

Find the conversation and its context

Open Inbox to review conversations for assistants you can access. Use the filters to find the conversation you need, then read the recent messages before replying.

A request for a person tells your team that the visitor wants human help. It does not mean a team member has already joined. Review the conversation's assignment and current state before taking action.

1. Open the conversation and read the visitor's question and the assistant's replies.
2. Check whether someone is already handling it.
3. Take responsibility for available work or use an assignment action allowed by your role.
4. Use the human reply controls to continue the conversation.

Hand over and finish clearly

When a team member takes over, check the displayed AI state so the visitor has a clear conversation with your team. Use the available return-to-AI or completion action when appropriate; simply leaving the page does not complete the request.

If another team member should help, transfer the conversation through the workspace controls and include useful context. Only members with the appropriate assistant access are eligible to handle the work.

Team notes are for coordination. Send a customer reply through the reply controls when the visitor needs to hear from you. Before finishing, make sure the visitor knows what happens next.

For work that needs a later follow-up, review the related enquiry record. See team roles if an assignment or reply action is unavailable.