Inbox and handoff

The Inbox shows every conversation with its automated and human messages.

1. Know the modes

Each conversation has a mode: Automation, Human, Closed, Suppressed, AI draft or AI live.

2. Take over

Choose Take over to reply yourself. Automated messages stop. Messages already being sent still finish once. Choose Resume automation to hand the conversation back.

3. Assign a teammate

Under the conversation controls, choose a member to assign the conversation to them. You can unassign it again at any time.

4. Set handoff words

When someone sends a handoff word, the conversation switches to Human mode and automated messages stop. Edit the list under Handoff words. An empty list turns handoff off.

5. Reply within the window

Instagram lets you message a person for 24 hours after their last message. The Inbox shows the time left.

Still stuck? Contact us.