A conversation

You should not have to read every "where is my order" that the assistant can already answer. A conversation starts when a customer writes on a channel you have turned on, usually chat or email. The assistant replies first. You step in only when it hands the thread to you.

Why you wait for the handoff

While the assistant is still on the thread, a reply from you would cut across it. The composer opens after the handoff. Your message then goes to the customer on the same channel they used. Before that, read the transcript so you do not ask for something the assistant already has.

The assistant uses that group's information and rules. If a developer has connected your shop system, it can look up an order there too. You do not watch those replies one by one.

How to see who should act

The inbox labels each conversation:

• AI replying means leave it. The assistant is still working.
• Waiting on us means your team owes the next message.
• Waiting on customer means you already asked, and you are waiting for them.
• Resolved means it is closed. It stays in the inbox so you can read it later.

Other labels cover a queue, no response, or a conversation that should not continue. Start the day from Waiting on us.