Unified Inbox & Agent Handoff
Operator AI brings all conversations across every channel into a single Unified Inbox, and seamlessly hands off users to human agents when needed.
📥 What is the Unified Inbox?
The Unified Inbox is your central hub where:
All customer conversations — Web Chat, SMS, WhatsApp, Instagram, Email, etc. — appear together.
Agents can view, reply, tag, assign, and manage conversations easily.
AI and human interactions are tracked and blended without friction.
✅ No more switching between platforms — one simple, powerful view for everything.
🔄 What is Agent Handoff?
Agent Handoff is when:
Operator AI escalates a conversation from bot automation to a human agent.
Triggers can include confusion, keywords, user frustration, or specific flow exits.
Agents jump into the conversation manually or automatically based on rules.
✅ Handoffs ensure complex, sensitive, or VIP interactions are handled personally.
🛠️ How to Use the Unified Inbox
View Conversations
See live conversations from all channels in one place.
Reply as Human
Take over from Operator AI and continue chatting manually.
Assign to Departments
Route conversations to the right team based on topic or priority.
Tag Conversations
Organize by status (e.g., "Hot Lead", "VIP", "Needs Follow-up").
Close/Archive
Mark conversations as resolved or archived after completion.
✅ Simple, intuitive tools make conversation management effortless.
🚦 How Agent Handoff Triggers Work
User Request
User types "I want to talk to someone."
Fallback Loop
Multiple fallback triggers without resolution.
Keyword Match
"urgent", "refund", "cancel my subscription".
Flow Completion
Specific Flows designed to end with human escalation.
Manual Assignment
Agent or automation assigns conversation to a live agent.
✅ You control when and how Operator AI brings humans into the loop.
🧠 Best Practices for Inbox and Handoff
Respond fast when Operator escalates
Human speed matters after a bot handoff.
Prioritize urgent keywords
"Emergency" > "How do I login?".
Train agents to recognize context
Agents should know the full conversation history.
Use Tags wisely
Better organization means faster resolutions.
Monitor handoff rates
High handoff = opportunity to improve Flows or Knowledge Base.
✅ A smart inbox and fast handoff = happier customers and better outcomes.
🛟 Need Help?
Explore Unified Inbox tutorials inside this documentation.
Your Success Manager can also provide Inbox Optimization Strategies for large teams.
✅ We’re here to make managing conversations effortless.
🎯 Next Step
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