Escalate to Inbox
Create a helpdesk ticket so a teammate can take over an AI conversation.
Escalate to Inbox is the Inbox destination in the unified Human Handoff card. It is not a separate action card that you can turn on by itself.
Open Human Handoff. Select Configure. Choose Open a ticket in the Inbox. You can select a default team. Describe the conditions that must cause the agent to hand the conversation to a person. Standard, Pro, and Enterprise plans offer this destination.
When the action runs for an active conversation, it creates a helpdesk ticket. A teammate can take over the ticket and reply to the visitor. The default team is a routing preference, not a promise that a specific person will respond right away. Email and Inbox are handoff destinations for an agent, and an agent can use only one of them at a time. If you choose Inbox, the agent turns off the email handoff action. If you switch back to email, the agent turns off Inbox handoff.
Inbox escalation is low risk. It does not show the high-risk widget confirmation dialog. If you change team membership or routing, do a test. Then review the action log and the Inbox. Do not promise a visitor instant service. The action only creates a ticket. Your team is responsible for support availability and follow-up.