> ## Documentation Index
> Fetch the complete documentation index at: https://docs.jengolabs.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Work with conversations

> See what needs you, take over from the AI, hand back, close.

## 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.

## 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.

## Inside a conversation

| Tab | What's there |
| - | - |
| **Details** | Summary, customer, who it's assigned to, AI suggestions, and the analysis: **Sentiment**, **Confidence**, **Intent**, **SLA**, **Churn Risk** and a **QA score**. |
| **Conversation** | The full transcript. |
| **Activity** | Every status change, handover and follow-up. |
| **Media** | Files and images exchanged. |

## Take over, hand back

```mermaid theme={null}
stateDiagram-v2
  [*] --> AI: Customer writes
  AI --> You: Take over
  You --> AI: Release to AI
  You --> Teammate: Assign to
  AI --> Completed: Solved
  You --> Completed: Complete
  Completed --> AI: Reopen with AI
  Completed --> You: Reopen and take over
```

* **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.

## 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](/grio-cx/connect-intercom).

## Act on many at once

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


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