--- title: "Take over a conversation from your AI agent — Dazza help" description: "Work the Dazza inbox: views from waiting to resolved, handovers with a summary, taking over on any channel, the copilot, topic filters and handing back." url: https://dazza.io/help/inbox updated: 2026-10-27 --- # Work the inbox Views, priority, snoozing, reply targets, assigning, taking over, replying on any channel, the copilot, topics, notes, approvals and email drafts. *4 min read · Updated 27 Oct 2026 · 16 sections* The inbox holds every conversation, from chat, email and your [messaging apps](https://dazza.io/help/messaging-channels), with who’s looking after it. Each conversation is marked with the channel it came in on. ## Views - **Team** — waiting on the team: handovers, approvals and drafts. - **Mine** — conversations assigned to you, including ones you’ve taken over. - **Dazza** — conversations Dazza is handling. - **Snoozed** — conversations put aside until later. It shows once something is snoozed. See [Snooze conversations](https://dazza.io/help/snooze). - **Resolved** — finished ones. - **All** — everything. The list puts conversations waiting for a reply first. Press the sort button above it to sort by newest, oldest, priority or the reply that’s due soonest. ## Priority and reply targets Each conversation is urgent, high, normal or low. Dazza suggests one when it hands over, and anyone can change it from the header. If your admin has set reply targets, conversations waiting on your team show how long is left, then **Due soon** and **Overdue**. See [Priority and reply targets](https://dazza.io/help/reply-targets). ## Search, filters and views Search looks through every message as well as names, emails and subjects. **Filters** narrows the list by channel, status, who has it, topic, priority, rating, date and whether Dazza handed it over. Save the ones you use as your own **Views**. See [Search, filters and export](https://dazza.io/help/search-and-export). ## Topics Dazza labels each conversation with its topics, and shows an *Unhappy* badge when the customer was unhappy. Filter by topic, or by the customer’s [rating of the chat](https://dazza.io/help/chat-ratings), in **Filters**. In the side panel, add or remove topics, or press **Relabel**. See [Topics, sentiment and language](https://dazza.io/help/topics). ## Work on several at once Select conversations (hover over the avatar, or press and hold on a phone) to assign, snooze, set the priority, add or remove a topic, resolve, reopen or return them to Dazza in one go. ## Merge When the same customer has started two conversations, merge them so the whole story is in one place. Dazza suggests it when it spots one from the last day. See [Merge conversations](https://dazza.io/help/merge-conversations). ## Photos and PDFs Photos and PDFs customers send show in the conversation: photos as thumbnails that open full size, PDFs with their name and size. See [Photos and PDFs from customers](https://dazza.io/help/photos-and-files). ## Handovers When Dazza hands over, the conversation moves to **Team** with a short summary and the reason: the customer asked for a person, Dazza couldn’t answer, a complaint, or something only staff can do. Anyone who has alerts on gets an email, at any hour. If your team shares handovers out in turn, it’s assigned to the next person and only they get the email. Outside your [opening hours](https://dazza.io/help/opening-hours), Dazza tells the customer when the team is back. ## Assign Press the button beside **Resolve** to give the conversation to a teammate, take it yourself, or leave it unassigned. They get an email. See [Assign conversations](https://dazza.io/help/assign-conversations). ## Take over and reply Press **Take over** to reply as yourself. The customer sees that someone from the team has joined, and Dazza stops replying. In email conversations, your reply goes by email. On a messaging app, your reply goes out on the same app, and the reply box says so, for example *Sends on WhatsApp as Sam*. Each reply shows **Sent**, **Delivered** or **Read**, or **Not sent** with the reason. If one fails, press **Try again**. Once you’ve taken over, the [copilot](https://dazza.io/help/copilot) can draft, rewrite or translate your reply, and summarise the conversation. It never sends anything itself. Type **/** at the start of the reply box to insert one of your [saved replies](https://dazza.io/help/saved-replies). When a customer writes in another language, press **Translate** under their message to read it in yours. Switch to **Internal note** and press **Add note** to leave something only your team can see. When you’re done, press **Return to Dazza** so it can carry on helping, or **Resolve** it. A resolved conversation can be reopened. ## Requests sent to your team When a workflow sends a request to your team, it waits in **Team** with every detail. Once it’s dealt with, press **Mark request done**. ## Approvals Workflows that need the team’s approval wait in the conversation with their details. **Approve** and the workflow runs; **Decline** and Dazza tells the customer what you’ve set. ## Email drafts In Draft mode, or past your daily sending limit, Dazza’s email replies wait as drafts. **Send** one as it is, **Edit draft** first, or discard it. In Observe mode, drafts are shown but never sent. ## Correct an answer Admins can correct any of Dazza’s answers from the conversation. See [Correct an answer](https://dazza.io/help/corrections). ## Keyboard shortcuts On a computer, press **?** in the inbox for the full list. **J** and **K** move up and down the list, **Enter** opens, **R** replies, **N** writes a note, **E** resolves, **A** assigns, **S** snoozes, **P** sets the priority, **X** selects and **/** searches. Shortcuts never fire while you’re typing in a box. ## On your phone The inbox works on phones, so you can take over and reply from anywhere. Filters open from the bottom of the screen, and pressing and holding a conversation starts selecting.