Visible ownership
Assign conversations to a person or agent and use conversation statuses to organize the queue.
Solutions / Shared inboxOne inbox for the team
Keep conversations moving without losing context.
Bring conversations together in inboxes, assign owners, and keep messages, contact data, and history accessible to the team.
See how it works
Context in one place
View messages, contact profiles, tags, carts, and recovery history when that data is available.
Continuity between AI and people
Take over a conversation when needed and keep the AI muted while the team handles it.
01 / A queue with clear ownership
The team knows who is handling each conversation.
Organize conversations in inboxes, use statuses to separate open and completed work, and assign an owner. Each person sees the available contact history and data before replying. In CRM operations, overdue or today's reminders also appear in a dedicated queue to guide the next contact.
- Separate flows by inbox and track their statuses.
- Assign a person or agent to own the conversation.
- Use the reminder queue when the account operates in CRM mode.
02 / People and AI working together
A person takes over with context and the AI stays silent.
When the team needs to step in, the conversation moves to human support and the agent is muted for that interaction. The person continues from the previous messages and can view the profile, tags, cart, and recovery when that data is available. The team then chooses the next step without two replies competing for the same customer.
- Read the history before taking over the conversation.
- Review the available sales context alongside the messages.
- Keep the agent muted while a person handles the interaction.
Where this solution fits into your day-to-day work.
Distribute a sales queue
Assign owners and statuses to make it clear who is helping and which conversations still need action.
Take over an AI exception
Continue the conversation with the available history while the agent remains muted.
Resume contact on the right day
In CRM mode, view the reminder queue and open the conversation linked to the opportunity directly.
FROM SETUP TO CONVERSATION
Start with what makes sense for your business.
Organize the inboxes
Separate service flows and define which inboxes each AI agent can reply in.
Assign conversations
Use owners, statuses, and tags to show who is handling each contact and where things stand.
Reply with context
Open the history, send the reply, and record reminders or next steps when you need to follow up later.
BEFORE YOU STARTGood questions.
Good questions.
Clear answers.
Can I separate conversations into inboxes?
Yes. The account can organize inboxes and choose which agent handles each one. An inbox can also operate with human support only.
What happens when a person takes over?
The conversation moves to human support and the AI is muted for that interaction, preventing simultaneous replies while the team handles the contact.
Can the team see the recovery history?
When the contact has taken part in a recorded recovery, the inbox shows its history and statuses alongside the conversation.
CONNECT THE POSSIBILITIES
The next step in the journey.
Start using Infynia
Connect every stage of your customer journey with WhatsApp, data, and artificial intelligence.