Resolve conversations in Inbox
Route escalations to teams, take over safely, reply, add notes, and return a ticket to AI.
Inbox is available on Standard, Pro, and Enterprise plans. It turns escalated conversations into assignable tickets without losing the customer thread.
Set up handoff
- Create teams. Add the workspace members who will receive tickets to each team.
- Open the agent's Actions page. Configure Escalate to Inbox.
- Enable the action. Trigger a test escalation in Playground or in a customer channel.
- Open Inbox. Check that the ticket, customer, channel, and transcript are present.
Work a ticket
Open a ticket. Assign it to yourself or to a team. Before you send a human reply, use Take over. Internal notes are visible only to your team. When the request is resolved, close the ticket.
When you want the agent to answer again, use Resume AI. Before you use it, review the thread. Resuming AI changes who handles the next customer message.
Send a file
Attach a file to a reply with the attach button in the composer. You can attach PNG, JPEG, WebP and GIF images, PDFs, and plain text, CSV and Markdown files, up to 25 MB each and 20 per message. A line under the attached files tells you how this customer will get them, from the channel of the ticket:
| Channel | Images (PNG, JPEG, WebP, GIF) | Other files |
|---|---|---|
| Chat widget | Shown inline in the chat now, and when they return | Sent as a download link |
| Shown in the email, with a link | Sent by email as a link | |
| Slack | Posted in Slack as a link | Posted in Slack as a link |
The link never expires. A customer who opens the email a month later, or reopens the chat widget the next day, still sees the image and can still download the file. The link works without a login, so anyone the customer forwards it to can open that one file. Files on an internal note stay inside your team: they never get a customer link. An integration can attach a file too, with the MCP tool upload_attachment or the REST route POST /inbox/tickets/{ticketId}/attachments.
Stay organized
Filter and search the ticket list. Update the status and assignment of a ticket. Use notification preferences to control alerts. Attachments remain part of the customer thread. Internal notes are visually distinct, and they never go to the customer.
If Inbox is unavailable, check the workspace plan. Then check that your role can view and manage the relevant tickets or teams.