> ## Documentation Index
> Fetch the complete documentation index at: https://docs.z360.biz/llms.txt
> Use this file to discover all available pages before exploring further.

# Use AI Experts in Inbox Conversations

> Use AI Experts directly inside Inbox conversations so they can work from customer context and continue as new messages arrive.

### **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.

### **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.

### **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.

### **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.

### **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.

### **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.

### **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.