ZazzyAgent Shared Inbox | Manage Customers and Human Handoffs
Automation can handle a large part of customer communication, but some conversations need a human.
ZazzyAgent's inbox gives your team a place to view and manage customer conversations, take over from automation, assign conversations and collaborate internally.
When should a human take over?
Human support is useful when:
The customer explicitly asks for a person.
The issue is sensitive.
A complaint requires manual review.
An exception needs approval.
The AI doesn't have enough information.
The customer's request falls outside the automation.
A good automation system doesn't try to prevent human involvement.
It makes human involvement happen at the right time.
Open the inbox
Open the Live Chat/Shared Inbox area in ZazzyAgent.
You'll be able to work with the conversations available to your account and connected channels.
Find a conversation
Use the available conversation search and filters to find customers.
Depending on the current inbox configuration, you may be able to filter by:
Conversation state
Agent
Customer
Channel
Labels
Other available criteria
Reply to the customer
Open the conversation and send your response from the inbox.
Your team can continue the conversation directly without asking the customer to move to another platform.
Assign a conversation
When multiple agents work together, assign a conversation to the appropriate team member.
Example:
Customer needs help with an order.
→ Assign to Support.
Another:
Customer wants pricing for a large business purchase.
→ Assign to Sales.
Reassign conversations
A conversation can be transferred to another team member when the first agent cannot handle it.
For example:
Sales agent → Support agent
or:
Support agent → Specialist
AI to human handoff
An AI Agent can be configured to hand a conversation to a human when specific conditions are met.
Example:
If the customer asks to speak to a human, assign the conversation to the support team.
The AI should also hand off when it does not have enough information to safely answer an important question.
AI to AI handoff
Not every handoff needs to go directly to a human.
A specialized AI setup can route the customer to another AI Agent.
Example:
Sales Agent
Customer:
I want to buy this product.
Later:
Where is my existing order?
The conversation can move to:
Order Support Agent
This keeps different responsibilities separated.
Add an internal note
Internal notes are useful for information that your team needs but the customer does not.
Example:
Customer wants a callback tomorrow.
The note stays internal.
Do not write sensitive internal instructions into a customer-facing message by mistake.
Mark a conversation as solved
Once an issue has actually been resolved, mark the conversation as solved.
Don't solve a conversation simply because the customer hasn't replied yet.
The exact workflow available in your inbox may depend on the connected channel and configuration.
Follow-up reminders
A follow-up reminder can help your team remember tasks that need attention later.
Example:
Customer requested a callback.
Set an internal follow-up reminder.
The reminder is for staff and is separate from a message sent to the customer.
When the AI should not hand off
Don't send every simple question to a human.
For example:
What are your business hours?
If the AI has the correct information, it should answer directly.
Human handoff should be reserved for situations where human involvement actually adds value.
When the AI should definitely hand off
Examples:
I want to speak to a person.
I have a serious complaint.
I need an exception to your policy.
Your AI isn't understanding my issue.
I need help with something not covered by your knowledge.
A good support flow
A well-designed customer journey could look like:
Customer
↓
AI Agent
↓
Can answer?
→ Yes → Answer
→ No → Ask for missing information
↓
Still can't resolve?
→ Human handoff
↓
Human agent resolves issue
↓
Conversation solved
That gives automation a clear boundary rather than making it responsible for everything.
Inbox best practices
Give agents clear responsibilities
Sales agents shouldn't need to handle every support issue.
Use internal notes
Keep useful context inside the conversation.
Use labels
Labels can help the team identify important customer states.
Don't hide the human option
Customers should always have a route to human assistance when your business supports it.
Resolve conversations properly
Keep active problems separate from completed conversations.
A well-managed inbox makes automation and human support work together rather than compete with each other.