Steps and facts
- Open Inbox and select the customer conversation to review the message history and delivery state.
- Draft only means the AI reply is prepared for review. Eligible semi-auto replies can be sent; a blocked reply should show the reason and next action.
- Choose Take over to stop AI control and answer as a teammate. Assign responsibility and use Waiting for customer when appropriate.
- Resolve with a useful summary when the issue is handled. A later customer reply can reopen the conversation.
- Use Return to AI only after the human task is complete and the knowledge supports the next answer. A customer's new request for a human must still trigger handoff.
- Unknown facts, complaints, discounts, custom work and material decisions need review. Check delivered/read on supported providers or verify the reply directly with the test customer.