Take over conversations and review exceptions

Take over before replying

Open the enquiry in Inbox and take over the conversation. Review its transcript, property, contact identity, qualification answers and any pending booking before sending a staff reply. Choose the connected channel appropriate to the customer. Return control to the assistant only when staff work is complete.

What takeover changes

The delivery worker checks takeover again before sending queued automatic replies. Staff replies use the live provider connection and remain subject to channel permission and delivery rules. A staff action cannot recall a message already accepted by the provider.

Review exceptions

Check Recent enquiry and delivery activity for review_required records. Ambiguous property references, multiple matching enquiries, unreadable native-mail bodies and attachments require review. Check the original message and route it to the correct property before continuing. Do not assume every message from the same email address belongs to the same enquiry.

Uncertain bookings or messages

Inspect the provider’s records before retrying an uncertain operation. If you cannot establish whether it succeeded, keep the conversation with staff and contact support with the connection, enquiry or appointment ID and approximate time.

• Delivery results
• Sync recovery