The inbox: taking over from the assistant
Inbox holds every traveller conversation, whether the assistant handled it or your team did. The subtitle says it plainly: escalated conversations and full history.
How a conversation reaches you
The assistant escalates itself. It has a single tool for handing over, and it uses it when:
- the traveller asks for a person,
- money is involved — bookings, changes, cancellations, refunds, purchases,
- there is a serious incident (missed flight, lost documents, an emergency),
- or it cannot answer reliably from the trip data.
It cannot make a booking or take a payment, so anything of that shape comes to you by design.
When it escalates it tags the thread with a reason and an urgency: low, medium, high or critical. The reason appears in the conversation list in amber, prefixed with the urgency, and the thread gets a Needs human badge.
Escalations are pushed out, not only parked. Every owner and admin of the agency gets an email with the traveller's name, the trip and a direct link to the thread. If email is not configured, the thread is still in the inbox.
While a thread is escalated
The assistant goes silent. Messages the traveller sends keep arriving and are stored in the thread, but nothing is auto-answered. The conversation waits for you.
Answering as the agency
- Open Inbox from the sidebar, or click an escalation on the Operations page — it opens the thread directly.
- Read the history. Each bubble is labelled: Traveler, Assistant (the AI), Agency (a human on your team) and Automatic (a proactive send such as a daily brief). The chip next to the traveller's name shows the channel the conversation is on.
- Type in the box marked Write to the traveler as the agency… and press Send. Your message goes out on the traveller's own channel, in the same chat they already use. Up to 4,000 characters.
Every human reply is written to the audit trail alongside the AI's messages, so the thread stays a single, complete record.
Handing it back
When you are done, press Return to assistant. The button only appears on threads that are currently escalated.
This clears the escalation reason and puts the assistant back in charge. It also starts a fresh AI thread: the assistant does not carry over your human exchange, but it always reloads the full trip — itinerary, documents, rooming, requirements — so it is not starting blind. If something you agreed in the takeover matters to the trip, record it on the trip itself rather than relying on the assistant to remember the chat.
Two honest limits
There is no manual takeover button. Escalation is something the assistant decides. You can reply as the agency on any thread, and the traveller will receive it, but on a thread that is not escalated the assistant carries on answering as well. If you want the assistant to stop, the thread has to be escalated.
The inbox does not refresh itself. The list and the thread load when you open them and after you act. New arrivals show up on the next reload. For the live view, use the Live pulse feed on the Operations page, which streams as things happen.
Related
- What the concierge sends, and when — the automatic messages that appear in threads as Automatic.
- Your brand, your channel — which channel your replies go out on, and under whose name.
- Load your first trip — a traveller has to be connected before a conversation can exist.