The inbox and handing over to a person
When a person takes over, and how to reply.
The agent hands a conversation to your team when the customer asks for a person, when it is not confident, or when the customer is upset. You get an email alert, and the conversation appears in the Inbox.
Claim it, reply as a person, and either give it back to the agent or close it. When you close a conversation, the customer is asked to rate it from 1 to 5.
While a person handles a conversation, the agent stays silent.