Conversations and Inbox

Inspect channel state, customer context and current human/AI ownership before acting on a conversation.

These guides describe the documented product workflow. Confirm the visible role, connection and permission state in the App before live use.

Task index

02 · Safe sequence

A draft or resume control does not override provider policy, service windows or server authorization.

1
Open Conversations; the list is already scoped to the signed-in workspace.
2
Choose a customer row and verify its displayed channel, owner and unread state before opening it.
3
Inspect the message stream plus Customer context, Service window and Owner; Viewer access remains read-only.
4
Use Take over conversation or Resume automation only after the confirmation step and a provider-policy check.

03 · Expected result

Use Take over conversation or Resume automation only after the confirmation step and a provider-policy check.

Inspect channel state, customer context and current human/AI ownership before acting on a conversation.

04 · If the expected state does not appear

Stop before repeating a provider or mutation action. Record route, time and safe visible state—never message content, tokens or customer data.

Reviewed 24 August 2026