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Team inbox

Human handoff from AI, without the customer repeating themselves

The agent answers what it knows. When a person is needed, it hands the conversation to your team with a summary and the customer’s answers. A teammate picks it up in a shared inbox and replies in the same WhatsApp chat or website widget.

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When does the chatbot hand over to a person?

  • When the customer asks

    They type “I want to talk to someone” or tap the handoff button in the website widget.

  • When it can’t answer

    If the agent keeps hitting questions it doesn’t know, it offers a person instead of leaving the customer stuck.

  • On escalation triggers you set

    Billing disputes or complaints, for example, always end with a person, whatever the agent knows.

  • When a teammate steps in

    Take over any conversation from the inbox at any time, and the agent stops replying.

A shared team inbox for customer service

Every WhatsApp and website conversation in one place, and each teammate sees what’s theirs.

  • Auto-assign and teams

    Conversations are assigned automatically to whoever is available, and each team owns its channels and working hours.

  • Summary and drafted replies

    You get a summary and the customer’s answers, and AI drafts a reply you can edit before sending.

  • Internal notes and @mentions

    Leave notes the customer never sees, and @mention a colleague to pull them in.

  • Quick replies and labels

    Saved replies for repeat questions, and labels to keep conversations organised.

  • Contacts and attachments

    Every customer is tied to their phone number, and you see the photos and files they sent, with the agent’s reading of them.

  • Instant notifications

    Browser push notifications the moment a new conversation arrives or someone mentions you.

How a handoff works, step by step

  1. The agent hands over and reassures

    It tells the customer someone from the team will continue, and the chat joins the channel team’s queue.

  2. It asks while they wait

    It collects the name and request details (or the intake questions you set in the persona), so your teammate arrives with the full picture.

  3. A teammate picks up and replies

    They reply from the inbox, and the message reaches the customer in the same WhatsApp chat or website widget.

  4. Close it or hand it back

    When done, they close the conversation or hand it back to the agent for everyday questions.

Choose who replies on each channel

Each channel has its own reply mode and working hours.

Reply modeWhat happens
AI answersThe agent answers and hands over to your team when needed, during working hours.
AI first, team on callThe agent starts, and hands over at the first question it can’t answer.
Team onlyEvery conversation goes straight to your team with no AI, plus an away message outside hours.

If nobody is available, the agent can take the customer’s contact details so your team can get back to them.

Why your chatbot needs a human handoff

The worst customer experience is going round in circles with a bot that doesn’t get it. A clear handoff lets the agent handle the repeat questions and step aside the moment a person is needed.

Because the agent gathers details and writes a summary before your teammate picks up, nobody starts from scratch and the customer doesn’t retell their story. Questions handed over because the agent didn’t know show up on your workspace home, so you can add that knowledge and see fewer handoffs over time.

A handoff example

Example

There’s an extra charge on my invoice. I want to talk to someone now.

Of course, I’m passing you to the accounts team. So you don’t have to repeat yourself: what’s the invoice number, and which amount looks wrong?

A sample conversation, not a real customer.

FAQ

Common questions

Does my teammate reply on the same WhatsApp chat?

Yes. They reply from the inbox, and the message reaches the customer in the same WhatsApp chat or website widget.

Do my team’s replies count toward my plan?

No. Handoffs and your teammates’ replies don’t count as answered replies.

What happens outside working hours?

Outside hours the agent doesn’t offer a handoff and keeps answering. On Team-only channels the customer gets your away message and the conversation waits until hours start.

Can I stop the agent and reply myself?

Yes. Take over any conversation from the inbox at any time, and the agent stays quiet until you hand it back.

Is there a customer satisfaction (CSAT) survey?

Not yet. The inbox covers handoff, assignment, replies, notes and notifications.

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