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 and add workspace members who should receive tickets.
- Open the agent's Actions page and configure Escalate to Inbox.
- Enable the action and trigger a test escalation in Playground or a customer channel.
- Open Inbox and confirm the ticket, customer, channel, and transcript are present.
Work a ticket
Open a ticket, assign it to yourself or a team, and use Take over before sending a human reply. Internal notes are visible only to your team. Close the ticket when the request is resolved.
Use Resume AI when the agent should answer again. Review the thread first: resuming AI changes who handles the next customer message.
Stay organized
Filter and search the ticket list, update status and assignment, and use notification preferences to control alerts. Attachments remain part of the customer thread; internal notes are visually distinct and are never sent to the customer.
If Inbox is unavailable, verify the workspace plan and that your role can view and manage the relevant tickets or teams.