Shared inbox and human handoff
See every AI conversation in one inbox, get alerted when a customer needs a person, reply as your team, and hand conversations back to the AI.
Every conversation, from the widget, embeds, links, Telegram, and your own tests, appears in the agent's Inbox.
When the agent hands off
The agent hands a conversation to your team when the customer:
- asks for a person, or chooses Talk to a person in the chat menu,
- seems frustrated, or
- needs something the AI can't do, like a refund or an account change.
The conversation is marked Waiting for a human, and Helpnest emails the agent's handoff address if you set one.
Replying from the inbox
Open the conversation and type your reply. The visitor sees it in the same chat. Replies from your team never use credits.
Conversation status
| Status | Meaning |
|---|---|
| AI answering | The agent replies automatically. |
| Human | Your team is handling it. Choose Hand back to AI to let the agent reply again. |
| Closed | The conversation is finished. Choose Close when you're done. |
Visitor details
Where available, each conversation shows the visitor's email (if shared), country, device and browser, and the page they chatted from.
Last updated October 30, 2026