# 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. [zazzyagent.com](http://zazzyagent.com)