Decide who handles a conversation

Each conversation has an answering mode — a bot, Qyra or Human only. Assignment separately shows which teammate is working the conversation. An issue handed to your team has its own owner, so none of these replaces another.

Who answers first

Each inbox decides that for itself, under Manage inbox → Automation → Answering:

• Bot flow — a bot you've built answers, following its steps
• Qyra AI — Qyra answers from what it knows about your business
• Human only — nothing answers by itself and the conversation waits for your team

Only workspace owners, admins and managers can change it.

Taking one over

Click the owner badge at the top of the thread:

• Take over (assign to me) puts it in your name
• Choose a teammate to hand it to them
• Unassigned lets go of it again

Assignment decides which teammate owns the conversation. It doesn't silently change whether Qyra can help. Use Human only when your team needs Qyra and bot flows to stop across the whole conversation.

You don't have to assign the conversation before answering. Your reply assigns the conversation to you and, when one open issue is waiting, records that you've taken that issue too.

From the list you can assign without opening anything — the name under each row opens a picker. With Select switched on, you can assign several at once.

Handing it back to automation

The same badge offers the available automation choices for that conversation. Qyra appears where the Inbox allows Qyra answering; email is not answered automatically. For a Bot, use a published version compatible with the Inbox's active channel connection and any selected number or account. A Bot built for one channel or number is not automatically usable on another.

After choosing automation, reopen the conversation and check its answering mode. A teammate assignment can remain while automation is enabled. Resuming automation does not itself close an issue your team still owns or prove that a paused customer action completed.

When an issue needs your team

The Inbox Overview shows issues handed to your team. An issue can appear when Qyra can't safely finish a request, the customer asks for a person, a complaint needs someone to own it, or a bot hands the work over.

Open the issue to see what happened, how it affected the customer, what they want, and which business records have been checked. Review details lets your team correct that account without replacing checked business facts with something somebody typed.

Qyra won't talk over the issue your team owns, but it can still help with a clearly separate request in the same conversation. Choose Human only when every topic must wait for your team, including safety cases. A ticket is linked only when your workspace is set to create one; the issue still exists without it.

Who gets told

Those alerts go to people who could do something about them: workspace owners and admins, and inbox members who can reply. Someone with read-only access to an inbox is never paged.

Who can assign

Owners, admins and managers can always hand a conversation to someone else. For everyone else it's a setting on their team profile, switched on unless someone turns it off. Every change is recorded — open Assigned to on the panel to see the history.

When the expected person or assistant doesn't respond

• Human only is selected: the whole conversation waits for your team. Resume automation explicitly if that is what you intend; assigning a different teammate does not do it.
• A choice isn't available: check your permission, the Inbox's answering settings and the Bot's publication and channel connection. Do not attach an unrelated Bot just to bypass a missing choice.
• A saved change did not take effect: reopen the conversation and assignment history before trying again. If the result is unclear, ask a workspace owner or the Qcom team to check it. Assignment and an alert are not proof that a teammate has accepted or replied.

For a handed-off issue, continue with Review and close an issue. Keep its outcome separate from the conversation's answering mode.

Related

• About work that needs your team
• Review and close an issue
• Handle a customer complaint
• Why an issue didn't appear or update
• About the Inbox
• Work a conversation
• What each conversation status means
• Turn a conversation into work
• Hand a conversation over to a person