Hybrid Inbox

1. Inbox Overview

When you open the Hybrid Inbox, you'll see a list of all active and recent conversations across every channel your team has connected. Each conversation shows:

• Customer info — Name, email, and contact channel.
• Status — Whether the conversation is being handled by AI, a human agent, or awaiting assignment.
• Escalation status — Whether a human takeover has been requested.
• Response time — How long since the last message.
• Tags — Auto-generated or manually applied labels for categorization.

2. AI vs. Human Mode

Every conversation begins in AI mode. The agent responds autonomously using your defined guidelines and knowledge bases. Conversations can switch to human mode in three ways:

1. Customer Request — The customer asks to speak with a human agent. Your guideline should detect this and trigger an escalation.
2. Guideline Triggered Escalation — A guideline condition is met that requires human intervention (e.g., legal questions, refunds above a threshold).
3. Manual Takeover — A human agent manually claims the conversation from the inbox to handle it personally.

When a conversation is escalated to a human, the full AI transcript is preserved so the human agent can pick up exactly where the AI left off without asking the customer to repeat themselves.

3. Conversation Management

Assigning Conversations

Team members can claim unassigned conversations or managers can assign specific conversations to specific operators. This ensures that specialized queries reach the right person.

Internal Notes

Human agents can add internal notes to any conversation. These notes are visible only to your team and are useful for sharing context, flagging issues, or recording follow-up actions. Internal notes are not visible to the customer.

Conversation Tags

Tags help you categorize and filter conversations. Flowk automatically generates some tags (e.g., "billing inquiry", "refund request") based on conversation content, and you can create custom tags for your team's workflow.

4. Transcripts & History

Every conversation is fully recorded and searchable. You can review past transcripts to audit AI performance, train new human agents, or identify patterns in customer inquiries. The transcript includes:

• Every message from the customer and the agent (AI or human).
• Which guidelines were triggered for each AI response.
• When and why escalations occurred.
• Internal notes added by human agents.
• Timestamps for every event in the conversation.

5. Notifications

Stay on top of your inbox with configurable notifications. You can choose to be notified when:

• A conversation is escalated to human mode.
• You are assigned a conversation.
• A customer has been waiting longer than your configured threshold.
• A conversation is flagged with a specific tag.

Notifications can be delivered via in-app alerts, email, or webhook (Enterprise plan).