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What needs attention

Inbox opens Needs Attention: the live and escalated conversations, refreshed every few seconds. Filter by All, Unassigned or At Risk (close to missing its SLA), and sort by SLA Status, Priority or Date. Click one to open it.

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Find any conversation

Conversations lists everything. Narrow it with:
  • Your inbox, Unassigned or All.
  • Live, Escalated, Completed or Closed.
  • Filter: channel, assignee and date.
  • Search conversations… for a name or a word.

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Inside a conversation

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Take over, hand back

  • Take over: the bar reads AI is handling this conversation. Click Take over to reply yourself; the conversation becomes Escalated. Use the arrow next to it to Assign to a teammate instead.
  • Reply: once you’ve taken over, write in the box at the bottom and Send. AI Suggest drafts a reply for you. It’s delivered on the customer’s channel.
  • Release to AI: hand it back. Add optional Instructions for the AI and a Tone, and tick the option to send a follow-up right away if you want.
  • Complete, Escalate, Close: the action bar at the top.
  • Reopen: on a completed or closed conversation, reopen it with the AI or with a person.

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Conversations from Intercom

Conversations Grio answered in Intercom appear here too, read-only, labelled Intercom. They’re handled in Intercom: use Open in Intercom to reply or reassign. Grio keeps the copy for its analysis and coaching. See Connect Intercom.

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Act on many at once

Select several conversations to Mark as Complete, Archive, change their status or priority, or assign them in one go.