The inbox always knows whose turn it is

When the AI holds a conversation, the transcript header shows Take over from AI — click it and the AI stops replying and the composer unlocks. The Transfer menu routes conversations elsewhere: to a teammate, back to the AI (which resumes answering), or unassigned. Drafts survive transfers — if a teammate takes over mid-reply, your draft is preserved and restored when the conversation comes back. In the list, Needs humanis an assignment state, not a status: the AI escalated to your team's queue and won't pick the conversation back up.

The right pane now answers the questions agents actually look for. The AI Agent section shows how the AI is handling the conversation: resolution state, sentiment (correctable when the model gets it wrong), an AI summary you can generate or regenerate, detected language, editable topics, and any data captured through data collection or Actions. The Conversation section holds the assignee — click it to reassign right from the panel — plus ticket status, priority, tags, and CSAT stars when the customer left a rating.

Flip the Internalswitch to write a note only your team can see — the composer turns amber so a note is never mistaken for a reply. Copilot (the wand button, or ⌘J) drafts a response grounded in your knowledge base, reworks what you've typed, or summarizes the whole thread before a transfer. It drafts; you decide — nothing it writes is ever sent on its own.