Hand over the conversation without losing the reason.

Use active queues to see conversations currently waiting on human work. Move resolved conversations out of the active operation once the customer issue has a clear outcome.

The queue view keeps workflow handoffs separate from ordinary automated conversation traffic.

Assign a handoff to the person or operations group responsible for the next action. The assignee gives the team a visible owner instead of leaving a paused conversation unclaimed.

Use the assignment alongside the handoff reason and transcript to decide who should continue the work.

The handoff reason records why the workflow paused, such as an API error, a missing answer, or a customer request needing judgment. It gives the operator the operational context before they read every message.

A specific reason also helps the workflow author find patterns that need a better branch or response.

The transcript preserves the conversation that led to handoff. An operator can see the customer messages and workflow replies without asking the customer to repeat the journey.

Read it with the captured context to understand which path the workflow already completed.

Captured variables bring structured details such as an order ID or service choice into the handoff. The operator can use the values the workflow collected instead of manually extracting them from messages.

Variables keep the human step connected to the same business context used by earlier nodes.

Add internal notes for the operations team without exposing them to the customer. Notes can describe the action taken, an exception found, or the condition for returning to the workflow.

Use notes to make a resolved handoff understandable to the next person who reviews it.

After resolution, return the conversation to the defined workflow action when that route is appropriate. The return action reconnects human work to a deliberate next node instead of leaving the customer in an unstructured state.

Choose a return path that matches the captured outcome and the workflow version pinned to the conversation.

Response-time and resolution metrics will be shown when they are available. Until then, the inbox focuses on operational context, ownership, and a clear return-to-workflow action.

Do not infer service levels from an inbox capability that is intended to support, not replace, broader helpdesk operations.