Shared inbox and handoffs
Shared Inbox for AI Customer Chats and Human Handoffs
Clipaist Agent puts website chats and connected social messages in one shared inbox. The agent answers from your own information. When it is unsure or a customer asks for a person, it creates a handoff, emails you, and shows the whole conversation so you can reply yourself.
- MLMaria LopezDo you handle landlord disputes…Needs you
- @j@jordan.buildshow much is a first consultation?AI replied
- PSPriya ShahLeft a phone numberLead
- DPDev PatelThanks, that helpsResolved
An AI agent is only useful if you can see what it did. The inbox shows every conversation, the answer the agent gave, and the source it used: a pinned answer, a key fact or a page from your website.
When a customer asks for a human, or the agent has no confirmed information, the conversation moves to “Needs you” with the context attached, so nobody has to ask the customer to repeat themselves.
- Website chat and connected social messages in one list
- Source shown for every AI reply
- Handoff email and “Needs you” queue
- Take over a conversation and reply in the same channel
- Unanswered questions list to improve the agent
One inbox for every channel
Website widget chats and connected social accounts land in the same list. Filter by channel, by status (needs you, handled by AI, resolved) or search for a customer. Each thread shows the customer, the channel and the time.
Why the agent answered that way
Every AI reply records its source. Open a message to see whether it came from a pinned answer, a key fact, your website or your industry guide. If a reply was wrong, you can see exactly which source to fix.
Handoffs that arrive with context
A handoff is created when the customer asks for a person, the topic is sensitive, or the agent has no confirmed answer. You get an email, the thread is marked, and the agent stops answering that conversation until you resolve it.
Reply from the inbox. The customer sees your message in the same channel they used.
Teach it from real questions
Questions the agent could not answer are collected in one list. Pin the right answer once and it is given exactly the same way next time.
Frequently asked questions
Can I read the conversations the agent had?
Yes. Every conversation is in the inbox until your retention period ends (90 days by default, adjustable in Settings).
What happens when I take over a chat?
The agent stops replying to that conversation. When you resolve it, the agent answers new messages again.
Do I get notified about handoffs?
Yes, by email to the address in Settings, and the item appears in the inbox under “Needs you”.
Can my team use the inbox too?
Yes. Invite teammates as Admin, Agent or Viewer; an Agent works the inbox and a Viewer can read it.
More features
No invented prices
Prices, phones and links are checked against your information before a customer sees them.
Read more →Team and roles
Invite your team as Admin, Agent or Viewer with the access each person needs.
Read more →Lead capture
It asks for contact details at the right moment and emails you when someone is interested.
Read more →Let your website start answering customers today.
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