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When an AI staff member cannot confidently help a customer — or when the customer asks to speak to a person — the conversation appears in your Inbox marked Agent Handling.
1

Open the Inbox

Click Inbox in the left sidebar. Look for conversations marked with the Agent Handling badge.
2

Read the lead info panel

Open the conversation and check the panel on the right. The AI has already collected the customer’s name, requirement, and urgency level before escalating.
3

Reply directly

Type your reply in the message box. Your message goes directly to the customer’s WhatsApp.
4

Re-engage AI when done

Once you have resolved the issue, click Re-engage AI in the details panel. The AI staff member takes over again for future messages in that conversation.
Always check the details panel before you type. The AI collects the customer’s name and requirement before escalating — you have full context before sending a single word.

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Assigning conversations to team members

If your plan includes multiple team members, you can assign a conversation to a specific person. Open the conversation, click the Assign button, and pick a team member. They will see it highlighted in their Inbox view.