A shared agent workspace for conversations your bot hands off. When a flow escalates to a human, the conversation lands in the inbox, across webchat, Intercom, Telegram, WhatsApp, Messenger and Instagram, where your team claims it, replies, and hands it back to the bot when they're done.
What the inbox is, how handoff works, the bot-vs-human handover, multi-channel contacts, and the assignment model.
Give agents a seat, connect your channels, link Intercom admins, and configure where the Agent Handoff node routes conversations.
Claim and take over conversations, reply or leave internal notes, snooze, resolve, and hand the bot back control.
How replies are delivered on each channel: live webchat, Intercom attribution, Telegram, and the reply windows on WhatsApp, Messenger and Instagram.
Group agents into teams, choose who sees which conversations, and route handoffs to the right team.
Agent status, conversation limits, time off, and how waiting conversations reach the next free agent.