Working with customers
Inbox and human handoff
How chats move from the AI to your team, and how to get alerted.
Every conversation from every channel lands in Activity → Chat logs. Chats waiting for a person appear in the Helpdesk inbox.
When the agent hands over
- The customer asks for a person.
- The customer is upset, or the agent can't answer after trying.
- A rule you set under Settings → Human handoff matches.
With Departments (for example Sales and Support), the agent picks the right one and assigns the chat to the least busy available member.
Taking over
Open the chat and reply — the AI pauses for that chat while your team is in it. If nobody answers within the wait time you set, the agent tells the customer when to expect a reply and keeps helping.
Alerts
Under Settings → Notifications choose how your team hears about new handoffs and leads: email, Telegram or WhatsApp.
Saved replies and ratings
Save answers you type often and insert them with one click. After a chat closes, customers can rate it; ratings show in Analytics.
Learning from your team
When a chat your team answered is closed, the AI looks for answers other customers will need too — a price, a policy, how to do something — and suggests them under Activity → Needs review → Learned from your team. Edit if needed and click Add to Q&A; the agent uses it straight away. Names, order numbers and phone numbers are left out, and nothing is added until you accept it. Switch it off on the same page.
Daily report
Under Settings → Notifications, turn on Daily report and pick the hour. Every day you get the last 24 hours — new chats by channel, AI replies, handoffs, leads, open tickets, ratings, credits left and the questions the AI couldn't answer — by email, Telegram or WhatsApp (to the alert targets set above).