Team Inbox & human takeover
Let human agents join important conversations, assign ownership and continue the discussion across supported channels.
When to take over
Use takeover when a visitor requests a person, has a complex issue, is a high-value lead or reaches a situation that should not be handled automatically.
Inbox workflow
- Open the conversation.
- Assign an agent and priority.
- Add internal notes or tags if needed.
- Take over the conversation.
- Reply to the visitor.
- Resolve or reopen the thread when appropriate.
SLA & canned replies
SLA fields help your team prioritize waiting visitors. Canned replies reduce repetitive typing while internal notes remain invisible to the visitor.
Channel delivery
Agent replies can return to the website widget through polling and can be routed to configured WhatsApp, email or external gateway channels.