Team inbox & escalation

Every customer conversation, on every channel, lands on the Conversations page. From there your team follows what the agent says, steps in to reply, picks up conversations the agent escalates, and hands them back to the AI when done.

• Find your way around ConversationsHow the conversations list, the customer thread, and the details panel work, and how to find any conversation fast.
• Find conversations that came from adsFilter the inbox by where a conversation came from, see at a glance which customers came from a Meta ad, and read the ad's details in the details panel.
• Reply to a customer and hand the conversation back to the AIStep into a conversation your agent is handling, reply as your business, then let the AI take over again.
• Send templates, files, and internal notesReach a WhatsApp customer after the 24-hour window, attach a file to your reply, and leave notes only your team can see.
• Understand conversation statusesWhat each conversation status means, how conversations resolve on their own, and when a resolved conversation reopens.
• Understand escalationWhen your agent hands a conversation to your team, what your team sees, and how to escalate a conversation yourself.
• Set your escalation rulesDecide when your agent hands a conversation to your team, and which tag escalated customers get.
• Work conversations on the pipeline boardSee all your conversations as cards grouped by status, drag them to change status, filter by customer or channel, and switch to a sortable table.
• Label your conversationsCreate colored labels such as Urgent or Follow-up, apply them to conversations, and filter your inbox by label.