Managing Customer Conversations

Apoyo isn't just a bot; it's a full-service Inbox. This guide explains how to manage the transition from AI automation to human support.

The Hybrid Workflow

By default, the AI attempts to answer every question. However, if a user expresses frustration or asks for a person, they can be escalated to your team.

1. Setting Your Status

In the Inbox tab, you will see an Agent Status toggle.

• Online: When you are online, users will see an option to "Talk to Human." If they click it, the conversation appears in your active list in real-time.
• Offline: If you are offline, the "Talk to Human" option becomes "Email Support." Apoyo will capture the user's email and query, then send it to you as a ticket.

2. Using the AI Co-Pilot

When you are chatting with a user, you don't have to type everything from scratch. Look for the Sparkles Icon in the chat input:

• Drafting: The AI Co-Pilot reads your documentation and suggests a draft response for you.
• Refining: You can click "Use Draft" and then edit it before sending, ensuring the customer gets a fast and accurate human-verified response.

3. Internal Notes

Sometimes you need to discuss a case with a teammate. Use the Internal Note checkbox. These messages are highlighted in yellow and are completely invisible to the customer. They are perfect for leaving context for other agents who might pick up the ticket later.