Use the Conversation Inbox
Bring supported-channel conversations, contact context, AI status and team actions into one controlled workspace.
Find the conversation, confirm ownership and record the next action
Start with work that needs a person, check the contact and AI status before replying, keep automation paused during a human takeover, and preserve the next action in a task, assignment, note, tag or approved field.
Understand the three working areas
On a wide screen, the inbox commonly separates queue selection, the active message thread and contact context. The exact controls shown depend on the channel, your permissions and the features enabled for the account.
On mobile, open one area at a time. Return to the list before switching conversations so you do not confuse the active contact.
Verify who owns the next response
Status wording may vary by account version, but the operating rule is stable: read the current state before a person replies or changes automation.
The AI Agent can continue within its approved knowledge, behavior and channel boundaries.
A person or rule stopped automated replies for this contact. Review the reason before resuming.
The customer, AI Agent or operating rule indicates that a person should review the conversation.
The assigned Agent, connection or operating schedule may prevent an automated response.
Find the work that needs attention first
Use filters and saved views to run the inbox as an operating queue. Prioritize delay, ambiguity, sensitivity and incomplete outcomes before routine monitoring.
Human attention
The customer requested a person, an escalation fired, or the issue needs judgment.
Assign and acknowledgeUnassigned work
A conversation needs action but does not yet have a responsible person or monitored queue.
Give the next action an ownerImportant activity
A new message, active opportunity, promised follow-up or assigned contact needs timely review.
Check context and respondQuality pattern
A repeated weak answer, routing problem or avoidable pause may require a controlled improvement.
Preserve evidence and retestImportant and archived are queue states—not customer controls. Marking a chat as important helps it stand out. Archiving means the current work is complete; it does not block the contact or permanently stop the AI Agent. A new inbound message may return the chat to the active queue.
Use the right search for the question
Search the queue when you need to locate a contact or topic across conversations. Search inside the selected thread when you need an earlier detail from that conversation.
Find the conversation
Use contact, subject, channel, tag, assignee or another available filter to narrow the chat list.
Find the detail
Search message history for the earlier fact, promise, request or response you need to verify.
Requests and escalations waiting for a person.
Why the handoff occurred and whether the AI is paused.
Work without a visible responsible owner.
The correct person, queue and fallback.
Conversations routed to a person or team.
Assignment does not prove the work was reviewed.
Contacts where automated replies are stopped.
Owner, pause reason and safe resume condition.
Review context before you reply
Confirm you have the right contact and channel, then read enough history and structured context to continue without contradicting a promise, duplicating work or exposing information to the wrong recipient.
Contact and channel
Verify the active customer identity, supported channel and relevant connection state.
Recent conversation
Read the current request, AI replies, human replies and the reason attention is needed.
Known context
Review approved fields, concise notes, tags, tasks, assignments and related records.
Next action
Confirm what should happen, who owns it, when it is due and what counts as complete.
Act without creating a second source of confusion
Available message actions can differ by channel, message age, permissions and connection state. Quote, react, edit, delete, attach, record audio or use another control only when it is available and appropriate for that channel.
Contact, channel and AI status
Person or monitored queue
Prevent competing replies
Reply or approved next step
Task, note, tag or field
Separate inbox activity from confirmed delivery
Delivery and read indicators vary by channel. A message visible in the inbox is not necessarily delivered to or read by the customer.
Preserve the evidence first
Capture the error, time, conversation, channel and connection status before retrying. Repeated retries can create duplicate messages after a temporary delay.
Check the channel window
Some channels limit free-form replies after a conversation window closes. An approved template or a new inbound customer message may be required.
Run a repeatable queue review
Adjust the frequency to your traffic, risk, staffing and approved response expectations, but keep the sequence consistent.
- Check connection warnings.Resolve or escalate channel issues before judging conversation performance.
- Clear human-attention conversations.Review the reason, acknowledge the customer and give the next action an owner.
- Review unassigned and important chats.Route work and verify that assigned conversations are actually progressing.
- Complete or assign open tasks.Keep deadlines, next actions and fallbacks visible to the operating team.
- Archive resolved conversations.Close completed work without treating archive as a block or permanent AI pause.
- Capture improvement evidence.Add recurring knowledge, behavior or routing issues to the controlled improvement backlog.
Conversation inbox questions
Which conversations should I review first?
Start with requests for a person, sensitive or uncertain issues, paused AI conversations and incomplete next actions. Then review unassigned, assigned and important activity before moving to quality patterns.
Does assigning a conversation mean it has been handled?
No. Assignment shows intended ownership. Confirm that the person or monitored queue reviewed the conversation and completed or advanced the approved next action.
Should the AI Agent stay paused while a person replies?
Yes, when a person is actively handling the issue. Resume only after the customer has a clear next step, the human action is complete and the Agent can safely continue.
Why is a message action unavailable?
The channel may not support it, the message may be too old, your permissions may not allow it, or the connection may be unavailable. Check the channel state and preserve any error before retrying.
Will archiving stop future messages or the AI Agent?
No. Archiving indicates that the current work is complete. It does not block the contact or permanently stop automation, and a new inbound message may return the conversation to the active queue.
Send the conversation, state and expected result
Include the ConvoRev account, channel, safe contact reference, conversation time, AI status, current owner or queue, visible error, observed behavior and expected next action. Remove credentials and unnecessary private customer information.