Threads
Each thread is one contact’s back-and-forth (SMS or a voice call’s transcript), with its status and whoever it’s assigned to. List and search them, filter to the ones that need attention, and open one to read the full message history.Replying and taking over
1
Open a thread
See the whole conversation, including anything an agent has already said.
2
Reply as your team
Send a message into the thread yourself. When an agent handed off (on a
keyword, low confidence, after N turns, or negative sentiment), this is where
a person takes over — the agent stops and you continue.
3
Triage
Set a thread’s status (e.g. open/closed) and assign it to a teammate
so work isn’t dropped or duplicated.
Agents flag a conversation for the inbox when a handoff condition trips — see
Agents → Handoff to a human. Tune those
conditions so routine questions never reach the inbox and real edge cases
always do.