The inbox and handing a conversation to your team

All messages and comments in one place; pause the bot in a conversation and reply yourself.

The inbox brings together the messages and comments of the account connected to the workspace.

Reply yourself

When someone on your team replies in a conversation, the bot pauses there: automations send nothing until you hand it back to the bot or close the conversation.

Hand off to a person

The "Hand off to a person" automation passes the conversation to your team when the customer asks to talk to someone, and your team is notified.

Stay organised

• Assign the conversation to a team member.
• Use the "Awaiting reply" filter to see who is waiting for an answer.
• Add an internal note the customer never sees.

Some of these features are part of certain plans; see Settings → Plan and usage.