Work with human agents

Before you start

Make sure your support team can access the workspace’s Support inbox. Setting a handoff message does not guarantee that an agent is online or that the visitor will get an immediate reply.

Handle a conversation

1. Open the Support inbox and select the conversation needing attention.
2. Claim or assign it using the available inbox controls, then review the visitor’s messages and AI replies.
3. Acknowledge a pending handoff when appropriate and reply as a human agent.
4. Resolve the conversation when the issue is handled.

When AI stops

The assistant does not continue when the conversation has an assigned agent, already has a human reply, has been handed off, or is no longer open. Acknowledging a handoff is not an instruction to restart AI. Do not assume unassigning an agent restores AI after a human has replied.

For a clean assistant test, start a new visitor conversation.

Write a useful handoff message

Use an honest message such as “Our team will review this question. Please leave any details that will help us respond.” Avoid promises about response times unless your team can meet them.

Review pending conversations regularly. Choosing a fallback controls how the assistant responds when it cannot answer; it does not create an automatic staffing or round-robin routing service.