Operator actions
Claim or take overAssigns the thread to you. Use Claim for unassigned handoff threads, or Take over when Axel is currently answering and a person should step in.Release ownershipClears the active operator assignment without closing the conversation. Use this when the shopper still needs human follow-up from the queue.Resolve the threadCloses the thread and completes the active assignment. Use this only when the shopper's request is handled.Mark for follow-upMarks the thread for later attention instead of closing it. Use this when the shopper needs a callback, reminder, or delayed next step.Reopen the threadMoves a resolved thread back into the open handoff queue. Use this when a closed conversation needs more work.Enable AI modeReturns the conversation to Axel and clears operator ownership. Use this when the operator is done and AI should resume answering.Record handoff contextRecords a handoff note so operators know the thread needs review. Use this to flag context without claiming the conversation.
Select a thread before taking operator action.
Transfer
Transfer ownershipMoves ownership of an assigned thread to the target operator. Use this when another operator should actively handle the shopper.
