---
description: >-
  Operator AI brings all conversations across every channel into a single
  Unified Inbox, and seamlessly hands off users to human agents when needed.
---

# Unified Inbox & Agent Handoff

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### 📥 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

| Action                | How It Works                                                      |
| --------------------- | ----------------------------------------------------------------- |
| 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

| Trigger Type      | Example                                                   |
| ----------------- | --------------------------------------------------------- |
| 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

| Tip                                  | Why It Matters                                                 |
| ------------------------------------ | -------------------------------------------------------------- |
| 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.
* Contact [support@heyoperator.ai](mailto:support@heyoperator.ai) for advanced inbox setup.
* Your Success Manager can also provide Inbox Optimization Strategies for large teams.

✅ We’re here to make managing conversations effortless.

***

## 🎯 Next Step

👉 [Continue to Users and Roles →](../conversation-management/users)
