Inbox and human support
By Dan Castiel 12 articles
Set up human support from escalation to resolutionConfigure support channels and handoff rules, prepare operators, test takeover, and return completed conversations to AI.Use Inbox views, tags, and filtersBuild a repeatable triage routine with conversation views, handoff state, tags, search, and clear ownership.Configure escalation and human supportDefine real support channels, handoff criteria, pre-handoff questions, operator step-in, satisfaction, and ticketing.Work from the InboxTriage conversations, understand handoff state, use customer and product context, and leave clear ownership.Take over a conversation and return it to AIUnderstand queued, human-active, and AI-active states, reply safely, and end an operator takeover explicitly.Use notes, mentions, tags, and canned responsesCollaborate privately, classify conversations, and reuse approved replies without confusing internal and customer audiences.Convert a conversation into a ticketCreate tracked follow-up from a conversation, manage ticket state, and understand how reply actions interact with closure.Manage operator availabilitySet your own live-support availability, understand presence, and align the setting with handoff and queue coverage.Understand the Inbox queue and conversation ownershipRead queue state, assignment, and AI or human ownership before replying to a conversation Follow a safe workflow, verify the customer-facing result, and isolate common problems.Create and use Inbox views and filtersBuild a repeatable conversation view for a real operational queue without hiding important work Follow a safe workflow, verify the customer-facing result, and isolate common problems.Create, import, and maintain saved repliesPrepare reusable operator replies that remain accurate, personal, and easy to maintain Follow a safe workflow, verify the customer-facing result, and isolate common problems.Configure Smart Tags for triageCreate focused automatic triage labels and verify that they improve rather than obscure Inbox work Follow a safe workflow, verify the customer-facing result, and isolate common problems.