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Routing

Routing and human handoff

Use assignment, conversation modes, and channel reply schedules to decide who responds. Automatic intent, sentiment, skill-based, and round-robin routing are not available yet.

Human request

A customer can ask for a person. Assigning an open conversation to a teammate or sending an agent reply switches it to human mode and stops automatic AI replies for that conversation.

Channel schedule

Owners and admins can pause AI replies per channel or limit them to configured days, hours, and a timezone. These controls affect automated replies, not who owns a ticket.

Assignment

Owners and admins can assign tickets to active owners, admins, or agents in the workspace. Agents can assign tickets only to themselves and unassign only their own tickets. Viewers cannot reply or change assignment.

Take over a conversation

Open the conversation in Inbox. Expand its details and use Assigned to to choose yourself or an eligible teammate. Check Responding before sending a reply.
Use human mode while your team handles the conversation. Paused mode also stops automatic AI replies; it does not assign a teammate.
When it is appropriate for AI to respond again, choose AI under Responding. Channel pauses, schedules, plan limits, and other reply checks still apply. Changing the mode is not a promise that a reply will be sent immediately.
Use Resolve when the issue is finished. Reopen a resolved conversation before changing its response mode.

Open Inbox Manage channel replies

Connected write approvals

A custom POST action requested through chat creates a pending approval instead of running directly. An owner or admin reviews it. Approval queues the action; rejection cancels it. Queued does not mean completed: check the execution result before telling the customer it succeeded.

These approvals govern connected actions; they do not automatically route conversations by intent or sentiment.