The inbox

All your conversations arrive in the same place, whatever channel your customer wrote from. Your AI agent answers there, and you take over when you need to.

Where conversations come from

That right-hand column matters more than it looks: it decides what you can do from a ticket, from a manual reply, and what a customer will or will not receive when the state of their ticket changes.

Who owns a conversation

A conversation has one owner, and only one. Either one of your AI agents, or a person on your team, or nobody. There is no "AI on / off" switch next to it: handing the conversation to the agent means asking it to answer; handing it to someone means muting the agent on that thread.

The owner is changed from the right-hand panel, on the "Owner" line. The list offers you, nobody, your agents by name, then your teammates.

Your agents have names. A workspace can have several (the social media one, the website one, the email one), each with its own instructions and knowledge. Choosing one over another therefore changes who answers AND with what.

"Nobody" is a real state, and the most important one: the agent was set aside and no colleague took over. It is the queue to open first in the morning, and it sits at the top of the left column. It disappears when it is empty.

Only agents that can answer on that channel are offered. A website agent does not appear in the list of a Messenger conversation: it has no way to write there, and handing it the conversation would mute it without warning. The refusal also holds on the server, not only in the list.

The agent hands over when it decides to. That decision is made by the agent itself, with a tool built for it, never because the customer typed a magic word. A customer who writes "I want a human" triggers nothing mechanically: the agent judges, by reading the conversation, and that is what keeps a sentence quoted by chance from emptying your queue.

You can take over at any time, from the conversation. The shortcut at the top of the thread does the same thing as the "Owner" line: it assigns the conversation to you.

Replying by hand does not give the floor back to the agent. That is deliberate, and it is one of the rules you can rely on: writing a message while you hold the conversation does not turn the AI back on at the next message. It resumes when you hand the conversation back.

The queues on the left

Six views, in the order you open them:

• Nobody assigned: the agent is set aside and nobody took over. At the top, and absent when it is empty.
• Assigned to me: what you carry.
• Open, Unread, Transferred, Resolved.

The first two did not exist before the owner became a real field: a switch could not tell "the agent is on it" from "nobody is on it".

What a conversation carries

An owner: an agent, a person, or nobody. See the section above.

A team, when you have some: it splits the work between several people without naming which one.

Read and unread, per person. The counter is yours: a conversation your colleague has read stays unread for you until you open it. A shared counter, in a team of five, means nothing.

Labels, priority, sales stage and deal value.

An experience score, computed by the AI from what was actually said, with the reason that goes with it. This is what feeds the performance board.

A ticket, when the work outgrows the conversation. See the matching page.

Auto-close

You can ask that a conversation left silent close on its own after a number of hours you choose.

It closes only if all of these conditions are true, and they are deliberately cautious:

1. it is open or pending, never snoozed nor already resolved;
2. nothing more has been said since the delay you set;
3. nobody holds it: a conversation taken over by a human is never closed automatically;
4. no incoming message is left unprocessed, because an outage is not silence;
5. no message is in a failed-send state;
6. no message from your customer is left without a delivered reply. If their last message was blocked, out of window, or failed, they received nothing: that thread does not close on its own.

Point 6 repairs itself: as soon as a reply truly goes out, the thread becomes eligible again.

Turning the setting on does not close your history. The rule only applies to conversations left silent after activation. You will not find two thousand conversations resolved the next morning.

Deleting a conversation

It is possible, and it is permanent: no trash, no way back.

Two safeguards, and they go together:

• Only an administrator can do it. An ordinary member gets a refusal.
• Every deletion leaves a line in the audit log, with who, when and what. The right without the trace would let people erase without a witness; the trace without the right would document damage that could have been prevented.

What does not exist yet

• You cannot reply in the web widget. It is the most structuring limit on this page: as long as the widget is one-way, everything that assumes talking to the customer (human takeover, notice of a ticket state change, replying from a ticket) does not work for your website visitors.
• Nothing WARNS you that a conversation has been waiting too long, apart from the service commitments carried by a ticket. You can SEE it (the "Nobody assigned" queue and the Home counter), but you have to go and look: no alert comes to find you.