Human Handoff and Team Inbox
When the AI escalates, your team is ready. Real-time assignment, conversation notes, presence detection, and performance metrics — all in one inbox.
The human layer of your AI support stack
AI escalation triggers
Configure when the AI hands off — on low confidence, on specific keywords, after N unanswered turns, or when the customer requests a human. All configurable.
Agent assignment
Conversations are assigned to agents manually or via round-robin rules. Agents see only their assigned conversations by default — or the full queue if needed.
Conversation notes
Internal notes visible only to agents. Tag a colleague, document a workaround, or leave context for the next shift — all inside the conversation thread.
Team performance metrics
Average handle time, conversations closed, first-response time, and CSAT per agent. Exportable for team reviews.
Technical implementation
Real-time assignment
Conversation assignments are pushed to agents via WebSocket. When a conversation is assigned to you, your inbox updates instantly — no reload required.
Presence detection
Agent presence (online, away, offline) is tracked via WebSocket heartbeat. The assignment system can prefer online agents for round-robin routing when configured.
AI handles the queue. Your team handles the exceptions.
Team inbox included on all plans. Advanced routing on Professional+.