Rep Inbox gives your team one place to review conversations Rep AI is handling and step in when a customer needs a person. The Rep AI view includes eligible email conversations and messages from connected WhatsApp, Instagram, and Facebook Messenger channels routed to Rep Inbox.
Find a conversation
- Open Rep Inbox and select Rep AI in the sidebar.
- Choose a tab:
- Processing shows conversations assigned to Rep AI.
- Needs human shows conversations waiting for a teammate’s reply, with the longest waits first.
- Closed shows conversations that closed while assigned to Rep AI.
- Select a conversation to read the messages and review its customer details.
The number beside Rep AI in the sidebar counts Processing conversations. A conversation in Needs human may still receive AI replies on a direct-message channel while it waits for your team.
Take over and reply
Open the conversation and send a reply. Rep Inbox assigns the conversation to you and Rep AI stands down. Your reply appears in the conversation, where your team can see the handover.
You can also assign a conversation from Processing to a teammate. Rep Inbox asks for confirmation because that assignment makes Rep AI stand down.
For an unassigned WhatsApp, Instagram, or Facebook Messenger conversation, send a reply to complete the handover. Assigning it to yourself alone does not pause Rep AI.
Once a teammate owns the conversation, find it in their Inbox, or use All or Open to locate it. You can continue using the conversation’s notes, tags, and customer details.
If you cannot find or answer a conversation
- A direct message is missing: Check that its channel is connected and that Rep Inbox: where your team answers is on for that channel in Omnichannel AI → Direct Messages.
- A website chat is missing: Website live chats are available in the Rep AI Console’s Conversations view. They do not appear as live conversations in the Rep Inbox Rep AI view.
- A regular direct-message reply is unavailable: The channel’s reply window may have closed. For WhatsApp, use an approved template when available. For Instagram or Facebook Messenger, wait for the shopper’s next message.
- You need to find a conversation after taking over: Check your Inbox, then All or Open.