{"id":706,"date":"2026-10-24T10:39:26","date_gmt":"2026-10-24T15:39:26","guid":{"rendered":"https:\/\/archietechnology.com\/ayuda\/guia\/atender-en-la-bandeja-las-conversaciones-que-pasan-a-una-persona\/"},"modified":"2026-10-24T10:39:26","modified_gmt":"2026-10-24T15:39:26","slug":"atender-en-la-bandeja-las-conversaciones-que-pasan-a-una-persona","status":"publish","type":"ayuda","link":"https:\/\/archietechnology.com\/en\/ayuda\/guia\/atender-en-la-bandeja-las-conversaciones-que-pasan-a-una-persona\/","title":{"rendered":"Handle conversations handed to a person in the inbox"},"content":{"rendered":"<p><!-- Archie Bots \u00b7 Bandeja \u00b7 Estado: borrador (sin publicar) \u00b7 P\u00fablico: administrador \u00b7 Plan: seg\u00fan contrato \u00b7 Versi\u00f3n: 0.6 (bandeja de traspaso) --><\/p>\n<h2>What you'll achieve<\/h2>\n<p>Have you or your team reply to the people the bot handed to a person, without leaving the editor.<\/p>\n<h2>Before you start<\/h2>\n<ul>\n<li>Have a role of <strong>editor<\/strong>\u00a0o <strong>administrator<\/strong>.<\/li>\n<li>Your bot must have a <strong>Handing off to a person<\/strong>\u00a0block or the AI assistant turned on.<\/li>\n<\/ul>\n<h2>Steps<\/h2>\n<ol>\n<li>Go into the editor. At the top, the button <strong>Inbox<\/strong>\u00a0shows a number when there are conversations waiting. <span class=\"ay-captura\">Screenshot: bar with the Inbox button and the number<\/span><\/li>\n<li>Click <strong>Inbox<\/strong>\u00a0and type your name in <strong>Your name shown to the person<\/strong>: it's the one they'll see.<\/li>\n<li>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.<\/li>\n<li>Click <strong>Take<\/strong>. From then on the bot doesn't write to them.<\/li>\n<li>Type in <strong>Your reply<\/strong>\u00a0and click <strong>Send<\/strong>\u00a0(Enter sends, Shift+Enter adds a line break).<\/li>\n<li>When you're done, click <strong>Resolve<\/strong>. The person will see the conversation ended and, if they write again, the bot will handle them again.<\/li>\n<\/ol>\n<h2>Expected result<\/h2>\n<p>The person gets your reply on the same channel they wrote from, with your name.<\/p>\n<h2>Common issues<\/h2>\n<details>\n<summary>&#8220;More than 24 hours have passed&#8221;<\/summary>\n<p>WhatsApp, Instagram and Messenger only allow replies during the 24 hours after the person's last message. Wait for them to write.<\/p>\n<\/details>\n<details>\n<summary>&#8220;Already being handled by&#8230;&#8221;<\/summary>\n<p>Someone else took it. Click <strong>Take it myself<\/strong>\u00a0only if it's yours to handle.<\/p>\n<\/details>\n<details>\n<summary>I don't see the Inbox button<\/summary>\n<p>Your key is read-only. Ask for an editor key.<\/p>\n<\/details>\n<details>\n<summary>I want to put it back in the queue<\/summary>\n<p>Click <strong>Release<\/strong>.<\/p>\n<\/details>\n<h2>When to contact support<\/h2>\n<p>If you reply and the person doesn't get the message. Send us the time and the channel.<\/p>","protected":false},"excerpt":{"rendered":"<p>Have you or your team reply to the people the bot handed to a person, without leaving the editor.<\/p>","protected":false},"featured_media":0,"menu_order":8,"template":"","meta":{"ay_popular":0,"footnotes":""},"ayuda_seccion":[31,58],"class_list":["post-706","ayuda","type-ayuda","status-publish","hentry","ayuda_seccion-archie-bots","ayuda_seccion-bots-humano"],"_links":{"self":[{"href":"https:\/\/archietechnology.com\/en\/wp-json\/wp\/v2\/ayuda\/706","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/archietechnology.com\/en\/wp-json\/wp\/v2\/ayuda"}],"about":[{"href":"https:\/\/archietechnology.com\/en\/wp-json\/wp\/v2\/types\/ayuda"}],"version-history":[{"count":0,"href":"https:\/\/archietechnology.com\/en\/wp-json\/wp\/v2\/ayuda\/706\/revisions"}],"wp:attachment":[{"href":"https:\/\/archietechnology.com\/en\/wp-json\/wp\/v2\/media?parent=706"}],"wp:term":[{"taxonomy":"ayuda_seccion","embeddable":true,"href":"https:\/\/archietechnology.com\/en\/wp-json\/wp\/v2\/ayuda_seccion?post=706"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}