Hand conversations to your team
Updated
When the AI agent is not confident, or the user asks for a person, the conversation moves to your Inbox with the whole thread attached. Nobody has to start the explanation again.
In the inbox your team can:
- assign conversations to people or teams, and tag them
- leave internal notes and attach files
- translate conversations
- use saved replies, set reminders, and get Copilot drafts that never send themselves
The AI keeps answering while a request waits. Once a teammate replies, that thread stays with the team.
Outside the widget:
- Replies can continue by email.
- Settings → Workflows sets rules for new conversations, incoming messages, escalations and quiet threads.
- Settings → Integrations sends handoff alerts to Slack or opens a private Zendesk ticket.
- Settings → Availability sets business hours and what the widget says when nobody is online.