The inbox explained
All your incoming messages from all connected channels will go to this inbox. Here you can click on the customer profile, read the conversation and reply to customers.
How to take over a conversation
You can take over a conversation by simply typing your reply in the “Your message” box and press send. Please note that automation is still activated and will reply on incoming messages too.
How to mute auto replies
To prevent automation interfering in between you and your customer, you can temporarily mute the automation for a particular conversation. Just go to the conversation you would like to mute, scroll up to the top of the page and toggle Autoreply off. Turning off automation is temporarily for 4 hours. After 4 hours it will be automatically turned on.