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Overview

AI Experts can work directly inside Inbox conversations. This lets an expert use the conversation’s messages and customer context while helping with replies, follow-up, or internal work. Use an Inbox Expert when a conversation needs focused help from a specialist, such as a support expert, sales follow-up expert, or operations expert. Inbox conversations can keep a dedicated Ask Z thread attached to the customer conversation. This keeps AI work, approvals, and follow-up context available when you return to the same conversation later. Voice-driven Ask Z threads are labeled in Inbox, and AI-authored messages identify the agent that created them. The configured agent name and avatar help teammates distinguish AI activity from human replies.

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When to Use an Inbox Expert

Use an AI Expert in the Inbox when:
  • A customer conversation needs specialized instructions.
  • You want the expert to use the current conversation context.
  • New customer messages should continue feeding the expert’s work.
  • The work should stay attached to the conversation thread.
  • An active voice call may need transfer to a teammate or U.S. phone number.

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Before You Start

Make sure:
  • The expert exists in AI Studio > Experts.
  • The expert is active.
  • The expert has the tools it needs.
  • The expert has access to the conversation or organization context.
  • You understand the expert’s approval policy before it performs customer-impacting actions.

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Work With an Expert From a Conversation

  1. Open Inbox.
  2. Select the conversation that needs expert help.
  3. Open the conversation’s AI or expert controls when available.
  4. Start or open the attached Ask Z thread for the conversation.
  5. Choose the expert that should help with the conversation when prompted.
  6. Review the expert’s response, suggested action, or follow-up.
  7. Approve or take over when the conversation needs human judgment.
The expert uses the conversation’s context, so keep the customer thread focused and accurate. Inbox-linked Ask Z threads are managed with the conversation. If you need to remove the AI thread, delete the conversation rather than deleting the thread from regular Ask Z history.

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As New Messages Arrive

When new messages arrive, the expert can continue from the updated conversation context. Review the latest messages before approving actions or sending responses, especially if the customer changed their request.

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Transfer an Active AI Call

When an AI phone agent is handling an active supported voice call, Ask Z can use Transfer To Human to move the call to an organization teammate or a valid U.S. phone number. Before approving or asking for a transfer, confirm:
  • The call is still active.
  • The destination teammate or phone number is correct.
  • The transfer is inside your organization’s availability window.
  • The call is not already a conference call.

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Best Practices

  • Choose the most specific expert for the job.
  • Review customer-facing replies before sending when approval is required.
  • Watch voice-AI attribution so teammates understand which messages or call actions came from the AI agent.
  • Confirm transfer destinations before allowing Ask Z to transfer an active call.
  • Review approval prompts in the active Ask Z run before allowing customer-facing or record-changing actions.
  • Take over the conversation when a human should make the final decision.
  • Review the expert’s recent runs in AI Studio > Experts when you need to understand what happened.