Human customer support with your team
Invite support teammates as Members, answer conversations from connected channels, and design an explicit handoff from an automated assistant.
- TRIGGERCustomer asks for help
- STEP 01Assistant signals a handoff
- STEP 02A Member replies in Inbox
Build a support team in your organization #
Use a Line that supports human assistance. With Private AI mode enabled, its conversations are hidden from Inbox and human agents cannot view or reply; inviting a Member does not override that mode.
Your organization can have several people working together. Use the Admin role for administration and the Member role for teammates who need to support customers through the conversation tools available to them.
An Admin can use the organization’s invitation controls to invite a teammate as a Member. After accepting, the teammate should select the intended organization and open Inbox.
Answer across connected channels #
Customers can reach your organization through its active Lines, including Live Chat, Telegram, and WhatsApp. A Member can work with the permitted conversations in Inbox and send a manual reply through the conversation’s channel.
For example, a customer messages your Telegram support bot. The conversation appears through its Telegram Line. Your support teammate reads it in Inbox and replies, so the customer can continue in Telegram.
Check the intended conversation and Line before sending. A person contacting the team on more than one channel may have different threads.
Offer a human option in the assistant #
Add a clear choice such as Talk to the team or recognize a supported help request through your workflow’s configured input. Explain what happens next and use an appropriate conversation status for follow-up.
Do not imply an immediate human response if the team is not available. Use your actual support hours and a realistic explanation of how the request will be handled.
Make the handoff explicit #
- The assistant identifies that a person should help.
- It tells the customer that the conversation needs team attention.
- The workflow updates the conversation to your organization’s relevant handoff status, if that is part of your process.
- Your Members find the conversation in Inbox, read the context, and respond.
- The team updates the status as the request progresses.
A status label alone does not stop every automation. Make the intended behavior part of your workflow conditions so another flow does not keep answering while a person is helping.
Test with an invited Member #
Use a test conversation on each channel you support. Confirm that the teammate can find it and reply, and that the customer receives the reply in the original channel. Test both normal business hours and the fallback wording used when no one is available.
Read Inbox, statuses, and Telegram support bots for the related setup.