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The conversation inbox collects chats from your published agent. Use it to review customer requests and step in when a person should respond.
1

Open Conversations

Select your agent, then select Conversations in the sidebar.
2

Find a conversation

Search the list or apply filters to narrow the results. Select a conversation to open its message history and details.
3

Take over the conversation

Click Take Over before writing a human reply. The agent stops controlling the conversation while a teammate has taken over.
4

Reply to the customer

Write and send your reply. You can generate a draft, review it, and edit it before sending.
5

Return control to the agent

Choose the action that lets artificial intelligence (AI) reply when the conversation no longer needs human control.

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Configure assignment

Open the assignment settings from the conversation list to select teammates for round-robin assignment. Select at least 1 teammate before saving the setting.