The Replify inbox separates the conversation history from the current piece of work. A customer can keep one conversation thread while Replify opens, resolves, and reopens distinct service cases over time.
One active owner
Each active case is owned by a guided flow, an automation, AI, a human teammate, an admin, or the unassigned queue. An active human or admin task has priority over automated responders. This prevents the customer from receiving a bot reply while a teammate is already responsible.
Human queue states
- Unassigned: waiting for a teammate or auto-assignment.
- Assigned: owned by a specific available teammate.
- Admin required: escalated because the case needs an administrator or exceeded reassignment policy.
- Blocked: work cannot proceed and needs an operational fix.
- Completed: the human task is finished and the case can resolve.
Auto-assignment
Enable auto-assignment under inbox operations, then choose least-active or round-robin routing. Replify considers eligible available teammates. If nobody is eligible, the task remains unassigned rather than disappearing.
SLA behavior
The first-response deadline begins when work is routed to the team. Configure the first-response target, warning point, availability timeout, overdue reassignment, and the number of reassignments before admin escalation. Use a target your staffed hours can actually support.
Daily operating routine
- Start the shift by confirming availability.
- Work assigned conversations before browsing unowned work.
- Read the AI or flow handoff reason and summary.
- Reply, update the customer record, and record the next step.
- Complete the task when the issue is resolved, or assign it to AI when AI should resume.
- Review overdue, blocked, and admin-required work before the shift ends.
Important distinction
Inbox operations control workload after a handoff: assignment, SLA, reassignment, escalation, digest, auto-close, and feedback. Customer response logic lives in AI Agent, Automations, and supporting Flows.
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