Atender en la bandeja las conversaciones que pasan a una persona

What you'll achieve

Have you or your team reply to the people the bot handed to a person, without leaving the editor.

Before you start

• Have a role of editor o administrator.
• Your bot must have a Handing off to a person block or the AI assistant turned on.

Steps

1. Go into the editor. At the top, the button Inbox shows a number when there are conversations waiting. Screenshot: bar with the Inbox button and the number
2. Click Inbox and type your name in Your name shown to the person: it's the one they'll see.
3. Choose a conversation from the list. Pending ones come first. At the top you'll see why it was handed to a person and, if AI is used, a summary.
4. Click Take. From then on the bot doesn't write to them.
5. Type in Your reply and click Send (Enter sends, Shift+Enter adds a line break).
6. When you're done, click Resolve. The person will see the conversation ended and, if they write again, the bot will handle them again.

Expected result

The person gets your reply on the same channel they wrote from, with your name.

Common issues

When to contact support

If you reply and the person doesn't get the message. Send us the time and the channel.