Operator workflow

Everything a customer agent does is visible to your team and reversible. This page covers the operator side: where conversations live, how draft review works, why an agent sometimes stays quiet, and how handoffs work.

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The Conversation Pool

Open Conversations in your dashboard. Every thread—across every channel and every agent—lands in one shared pool. It’s your team’s inbox. From the pool you can:

• Filter and search by agent, channel, customer, status, assignee (including assigned to me), or text.
• Open a conversation to see the full thread alongside a side panel of details and actions.
• Set status — mark a thread open, snoozed, or closed to keep the inbox focused.
• Assign a thread to a teammate, or Claim it for yourself in one click.
• Reassign a conversation to a different agent.
• Merge two threads that are really the same customer into one.
• Bulk-act on several conversations at once—change their reply mode, status, or assignment together.

Unread badges mark threads with new customer messages and clear when you open the thread. A conversation also shows when an agent is actively working on a reply, so your team can see it’s mid-response before they jump in.

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Who’s looking

So two people don’t answer the same customer twice, the pool shows presence: the avatars of teammates currently viewing a conversation appear on its card and at the top of the open thread. If someone else is already in a thread you open, a soft “also viewing” note warns you before you reply.

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Reviewing drafts

When an agent runs in auto-draft mode, its reply doesn’t go out—it’s staged as a pending draft on the conversation. Each draft gives you:

• Approve & send — deliver the reply as-is.
• Edit, then send — adjust the wording first; your edit is what the customer receives.
• Reject — discard it; the agent doesn’t reply.

Auto-send skips this step—replies go straight to the customer. You can move any single conversation to auto-draft (or off) without changing the agent’s default, when you want a closer eye on a particular thread.

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Ask the copilot

Every conversation has a copilot—the agent assigned to that thread, available to you in a side panel. Ask it to draft a reply, summarize the thread, pull something from your knowledge, or run an action, all without anything reaching the customer. When you ask it to reply, it stages a draft for you to review like any other. You can attach files in the copilot composer too and tell it to send them—the copilot forwards the file to the customer as part of its reply. The copilot is available once the conversation has an assigned agent.

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Sending files and media

You’re not limited to text. Attach images, video, or files in the composer and send them to the customer (up to four per reply):

• LINE — images send as native LINE images; video and other files go as a link.
• Facebook & Instagram — images, video, audio, and files send as native attachments.
• Web — your app reads the attachments from the conversation.

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The reply classifier

An agent doesn’t reply to every message. Before composing, a classifier decides whether this message warrants a reply at all—so the agent stays quiet on a bare “thanks!” or “ok 👍” instead of replying for the sake of it.

• The decision is recorded in the thread as a system line—you can always see whether the agent replied or stayed quiet, and why.
• You shape it two ways: the agent’s classifier instruction under Behavior, and scoped rules (classifier-surface guidance cards) like “always reply when someone mentions a refund.”
• An explicit @mention of the agent always gets a reply—it bypasses the classifier.

Turn the classifier off (under Behavior) and the agent replies to every inbound message.

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Handing off to a human

An agent can route a conversation to a person on its own—when a playbook reaches its goal, or when a customer asks for someone. When it does:

• The conversation is marked as handed off and the agent stops replying on every channel.
• It surfaces in the pool with the route the customer chose (a call, a meeting, your sales team), ready for a person to pick up.
• If the agent had also staged a reply in the same turn, that draft is dropped—handing off means the agent steps back rather than getting the last word.

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Resuming

A handed-off conversation stays with your team until you resume it. Once you’ve helped the customer—or decided the agent should take it again—clear the handoff to let the agent resume answering. Until then, your replies go out as a normal operator, and the agent stays out of the way.

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Taking over manually

You don’t have to wait for a handoff. At any time you can:

• Switch a conversation to off and answer it yourself.
• Edit or reject a pending draft.
• Reassign it to a different agent.

The agent never locks your team out of a conversation.

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Next steps