Handling conversations
When the AI hands a chat off to a person, it lands in your Inbox. This is where your team picks up escalations, replies to customers live, and closes them out.
Everything updates in real time, so you rarely need to refresh.
The queue
Open the Conversations tab to see the Inbox. Each escalation shows up as a card with:
- The customer's name.
- A language badge, so you know whether to expect Bangla, Banglish, or English before you open it.
- The time of the last activity.
New escalations arrive on their own. The moment the AI hands off, the card:
- Appears at the top of the queue.
- Briefly highlights with a pulsing marker.
- Plays a short chime, so you notice it even when you're looking elsewhere.
No refresh needed.
Above the list you can filter the queue:
- All: every open conversation.
- Waiting: escalations no one has claimed yet.
- Mine: conversations assigned to you.
- Resolved: recently closed conversations.
Start your shift on the Waiting tab so you only see what still needs a human. Switch to Mine to focus on the conversations you've already claimed.
If you're an owner or admin, you'll also see a Handled by AI panel at the top of the queue. It lists the conversations the AI is answering right now, so you can keep an eye on live activity.
These need no action. They only move into the queue if the AI escalates them.
The handoff summary
Every escalated card carries an AI summary, a short written handoff the AI prepares before it steps back. It captures:
- What the customer wants.
- What they've already tried.
- The tone of the conversation.
This lets you start helping without reading the whole transcript first.
The summary is the most useful thing on the card, so read it first. If it's long, expand it with Show more to see the full handoff before you open the conversation.
The card also shows the escalation reason (for example, "Refund request") and a preview of the customer's last message, so you can triage at a glance.
Claiming a conversation
A waiting conversation is unassigned, so anyone on the team can take it. Open it and choose Claim conversation, or use Claim Ticket straight from the card. It's one click.
Once you claim, the conversation becomes yours. The change is broadcast live, so:
- Other agents immediately see it as assigned to you and won't double-up.
- The customer is told they're now chatting with a person.
Replying
After you claim, the reply composer appears at the bottom of the conversation. Type your message and send it with Cmd/Ctrl + Enter or the send button. It goes out over the live connection, so the customer sees it instantly. There's no send delay or page reload.
While you type, the customer sees a typing indicator, the same way you'd expect in any chat app. Their replies stream into the transcript in real time.
Customer, AI, and agent messages are styled differently in the transcript, so it's always clear who said what. When the AI's earlier answers cited knowledge base documents, those sources are shown under the message.
Type / in the composer to pull up your team's saved quick replies. Pick one to drop the full text in, then edit before sending. Quick replies are great for greetings, common answers, and closings: your team configures them once and everyone reuses them.
Resolving
When the customer's issue is handled, choose Resolve. That closes the conversation in one click and locks it, so no more messages can be sent on either side.
After a conversation is resolved, the customer may leave a rating. When they do, the following appear on the resolved conversation, so you can see how the interaction landed:
- Their star ratings (one for the AI and one for the agent).
- Any written comment.
Internal notes
Every conversation has a space for internal notes: private remarks only your team can see. Open a conversation and use the notes panel below the transcript to capture context, such as what you found, what you already tried, or a reminder for whoever picks it up next.
Notes stay strictly private:
- The customer never sees them, in the chat or anywhere else.
- They are kept separate from the conversation and are never used by the AI to answer.
Add a note with Cmd/Ctrl + Enter or the Add note button. Each note records who wrote it and when. Notes cannot be edited once saved, which keeps them dependable as a record; if a note is wrong, delete it and add a fresh one. You can delete your own notes, and owners and admins can delete any note on their team.
Search and history
The live queue only shows open and recently-handled conversations. To find anything else, use Search past conversations above the queue. You can:
- Search by customer name.
- Filter by status: all, queued, assigned, or resolved.
- Page through the results.
This is how you reopen an earlier conversation to review what was said, check a previous resolution, or follow up on a returning customer.
You can also organize conversations with tags. Open a conversation and add tags from the picker at the bottom. They're saved immediately and help you label and group conversations for later.
Notifications and availability
New escalations alert you in two ways:
- A short audio chime.
- A browser desktop notification, if you allow it, so you don't miss a handoff when the dashboard isn't the active tab.
Your browser asks for notification permission the first time you open the Inbox. Granting it is optional.
If the chime is distracting, use the mute toggle in the Inbox header to silence sound alerts. Your choice is remembered on that device.
Your availability is set from the status switch at the bottom of the sidebar:
- Flip it to Available when you're ready to take conversations.
- Flip it to Offline when you step away.
Your team's metrics reflect how many agents are currently available.
Notification permission and the mute setting are per-browser and per-device. If you move to a different computer, you may need to allow notifications again.