Shared Inbox and Live Support Hand-over | Conversations - Avosist
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CONVERSATIONS AND HAND-OVER

Conversations and Hand-over all conversations in one list, you take over when needed.

The Conversations screen in Avosist shows all conversations from WhatsApp, Instagram and Messenger in one list. You watch what the assistant writes and reply yourself in any conversation you choose. The assistant hands over to you a conversation it cannot resolve and goes quiet in that conversation; you can also switch the assistant on and off for a single conversation.

Start free How it works

No credit card needed. Before going live you can write to the assistant as a customer on the test screen in the panel.

IN SHORT

What is a shared inbox?

A shared inbox is the place where a business gathers customer conversations from different messaging channels on one screen. The team replies from the same list, whichever channel the customer wrote on.

In Avosist this screen is called Conversations. The AI assistant’s replies and what your team writes by hand appear inside the same conversation; under each message it says whether it was sent by the assistant or by the team. Website chat and phone calls are kept on separate screens.

One list
WhatsApp, Instagram and Messenger conversations in the same list; filtered by account and status.
Hand-over
When the customer asks for someone in charge or the matter needs a human decision, the assistant leaves the conversation to you.
Avosist On / Off
You switch the assistant off and on by hand for a single conversation.
Replying from your own app
If you write from your WhatsApp or Instagram app, the assistant goes quiet in that conversation for a while.

SETUP

How do you use the Conversations screen?

No separate setup is needed; once you connect your channel, conversations arrive on this screen.

  1. Connect your channels

    Connect your WhatsApp number and your Instagram and Messenger accounts. Each incoming conversation appears in the list with its channel and account.

  2. Choose your notifications

    In Notification Settings, turn on email, phone notification and browser alert separately for each event: new message, hand-over to the team, appointment, sale. The hand-over notification always comes by email.

  3. Decide when the assistant goes quiet

    In the Conversations settings, choose how many hours the assistant stays quiet in a conversation after you reply from your own WhatsApp or Instagram app: from 1 hour to 72 hours, or “do not switch back on by itself”. The default is 6 hours.

Start free

Creating an account is free. Take the first step; the panel shows the rest one step at a time.

WHAT IT DOES

What does Avosist do on the Conversations screen?

The four parts of working alongside the assistant and how each one works.

01

It shows all conversations in one list, with their context

Each conversation shows the customer’s name, channel and number or username. If the customer replied to an ad or a story, that ad or story is inside the conversation; if they left a voice message, its recording and transcript; if they placed orders, their orders. The delivered and read status of messages is shown too.

  • WhatsApp, Instagram and Messenger in the same list
  • Ad, story and post context, and voice message transcripts
  • Unread, active, awaiting reply and closed filters
ConversationsExample screen
  • Ayşe K. · WhatsAppAvosistHas my order been shipped?
  • Mert D. · InstagramAvosistAd replied to · Is this jacket still available?
  • Selin A. · MessengerAwaiting replyCan I speak to someone in charge?

Website chat is on the Web Chatbot screen and phone calls are on the Voice Assistant screen.

02

It hands over a conversation it cannot resolve and goes quiet

When the customer wants to speak to someone in charge or the matter needs a human decision, the assistant tells the customer that the team will take over, opens a support request and stops replying in that conversation. You receive an email and a phone notification. When you mark the request “Resolved”, the assistant works in that conversation again.

  • The customer is told about the hand-over
  • A support request is opened and a notification arrives
  • The assistant comes back when you mark it “Resolved”
Customer support requests →
WhatsAppExample conversation

Customer: The product arrived damaged. Can I speak to someone in charge?

Assistant: Of course, I am passing you to our team. The team will take over the conversation here.

Conversation handed over to the team · automatic replies stopped

Elif · teamHello, this is Elif. Could you share a photo of it?

03

You write in any conversation yourself

From the panel you can send text, a photo, a video or a document to a conversation; on WhatsApp and Messenger you can record a voice message. You can reply quoting a message and leave a reaction. Under the message it says whether it was sent by the assistant or from the panel. When you write from the panel, the reply the assistant was preparing at that moment is cancelled.

  • Text, photo, video, document (up to 20 MB)
  • Voice messages on WhatsApp and Messenger
  • Under each message it says whether the assistant or the team sent it
InstagramExample conversation

Customer: Do you offer a price for bulk orders?

Elif · teamHello, this is Elif. I can work out a special price for you for 20 pieces or more.

Customer: We are thinking of 30 pieces.

04

You switch the assistant on and off per conversation

At the top of each conversation there is an “Avosist On / Avosist Off” switch; the assistant does not reply in a conversation you have switched off. When you reply from your own WhatsApp or Instagram app, the assistant also goes quiet in that conversation, and it comes back when the customer writes again after the time you chose has passed.

  • A manual switch for each conversation
  • Replying from your own app: 6 hours of quiet by default
  • You set the time to 1–72 hours or “I will switch it on”
Conversation · Selin A.Example screen
  • AvosistOffAutomatic replies in this conversation
  • ReasonHand-overHanded over to the team · support request open
  • Switches back onWaitingWhen the request is “Resolved” or with the switch

CHANNELS IT WORKS ON

This feature works on the channels listed here. You connect each channel on its own; the knowledge base and the conversation screen are shared.

AI assistant →
Try it free

To see these examples with your own information, create your account and write as a customer on the test screen.

WHO USES IT

Who uses the Conversations screen?

Every team that works alongside the assistant. Three typical uses:

E-commerce

Customer asks: “The product arrived damaged.”

AssistantThe assistant hands the conversation over; the team continues in the same conversation, with the history in view.

Salons and clinics

Customer asks: “Can I speak to the doctor?”

AssistantThe assistant opens the request and goes quiet; you receive a phone notification.

Businesses that advertise

Customer asks: “Is this still available?”

AssistantWhich ad the customer came from is shown inside the conversation.

The Conversations screen has no conversation summaries, tags, notes or assignment to a team member; message content cannot be searched.

QUESTIONS

Questions about conversations and hand-over

The Conversations screen in Avosist shows WhatsApp, Instagram and Messenger conversations in one list; the assistant hands over to the team a conversation it cannot resolve and goes quiet in it, the team continues in the same conversation and can switch the assistant on and off per conversation.

Which channels’ conversations appear in one list?
WhatsApp, Instagram and Messenger conversations appear in one list on the Conversations screen. Chats on your website are kept on the Web Chatbot screen and phone calls on the Voice Assistant screen.
When does the assistant hand a conversation over to the team?
When the customer wants to speak to someone in charge or the matter needs a human decision. The assistant tells the customer that the team will take over, opens a support request, and a notification is sent to you.
Does the assistant keep replying after a hand-over?
No. The assistant goes quiet in a conversation that has been handed over. It works again when you mark the support request “Resolved” or turn on the switch in the conversation.
Does the assistant stop if I reply?
When you reply from your own WhatsApp, Instagram or Messenger app, the assistant goes quiet in that conversation for the time you chose (6 hours by default). When you write from the panel, the reply the assistant was preparing at that moment is cancelled; to silence the assistant completely in that conversation, you use the “Avosist Off” switch.
Can I switch the assistant off for a single customer?
Yes. With the “Avosist On / Avosist Off” switch at the top of each conversation, you can switch the assistant off and on for that conversation only.
Which notifications can I receive?
For events such as new message, hand-over to the team, appointment and sale, you can turn on email, phone notification and browser alert separately. Hand-over and sale notifications always come by email. The browser alert works while the panel is open.
Can I assign conversations to a teammate?
No. The Conversations screen has no assignment, tags, notes or conversation summaries. Team members see all the account’s conversations on the pages their role allows.

OTHER FEATURES

Other features in the same group

Each feature has its own page that says plainly what it does and what it does not.

Knowledge Base Your website, your files and your question-and-answer rules; the assistant speaks from these alone. Open page → Product List No store? List your products in the panel and the assistant quotes prices from there. Open page → Learning from Team Replies Learns the facts in the replies your team writes by hand, and answers the same question itself next time. Open page → Customer Support Requests The assistant records what it hands over, and call-back requests, as support requests. Open page → Voice Note Understanding Turns the customer’s voice note into text and answers in writing. Open page →

Let the assistant answer, and step in when you need to.

Open your account and connect your channel. Watch the assistant’s replies on the Conversations screen and take over whenever you like.

Create a free account See pricing

OFFICIAL PRODUCT SOURCE

Conversations and hand-over information, verified by Avosist

This page describes current Avosist capabilities. Availability can depend on the connected account, platform permissions, enabled integrations and licence.

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