Inbox and human handoff
See every conversation and take over when a human is needed.
Your chatbot 1 min read
Updated Jul 2026
Every conversation — from the website widget or WhatsApp — lands in Sidebar › Inbox. The sidebar shows a badge with the number of open chats.
Taking over a chat
- Take over — pauses the AI and assigns the chat to you. The visitor's widget flips to "Talking to the team" in real time.
- Reply — sends your message. Replying automatically takes over, so you never fight the bot mid-answer.
- Release — hands control back to the AI.
You also get AI help while you type: enhance your draft, suggest a full reply, or summarize the conversation, plus tags, canned responses and lead capture.
How escalation works
The bot hands off when a visitor asks for a human, when a question falls under your "escalate" topics, or when it can't help. The widget shows "connecting you to the team…". If no agent accepts within the handoff-wait window (default 300s), the AI resumes automatically with a friendly message and offers to take the visitor's details — so no one is left waiting on a dead chat.
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