Inbox · take over a conversation Illustration · sample data
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Messages inbox
Open Inbox (Messages). Each customer has one continuous thread — every text from the same number lands in the same conversation, with SMS and connected channels all in one place. Conversations that need you are flagged (for example Needs Attention).
The Inbox badge in the sidebar stays calm on purpose: by default it only counts conversations that need you — handoffs, urgent flags, threads waiting on your reply, and Concierge updates — so AI-handled chats don’t nag you. Prefer to see every unread message counted, like a personal messaging app? Flip Inbox badge counts every new message under Settings → Notifications.
Pinned at the top is your Concierge, the assistant that set you up. Each morning it posts a short briefing there (today’s schedule, yesterday’s bookings and calls, your waitlist) with an unread dot on the row. More on morning briefings.
Take over a chat
Open the thread and tap Take over. You reply as the business from there; the AI steps back so you’re not both answering. When you’re done, you can leave the thread resolved so it doesn’t stay in your attention queue.
When to hand off
Complaints, refunds, or sensitive situations
Custom quotes or work the AI shouldn’t price
A VIP client who always deals with you personally
Anything the AI flags or that feels off in the transcript
Live call transfer
Under Agent → Call Routing, choose AI answers, can transfer to you and set your transfer number. When a caller asks for a person, the agent connects them; if the transfer cannot complete, message-taking depends on your Agent settings. Details: AI receptionist setup.
Handoff not behaving as expected? Contact support with the conversation or call time and we’ll look.