Activity Overview
One inbox for every customer interaction — messages, comments, reviews, and email — with filters and human takeover.
Activity Overview#
Activity is the customer inbox. It brings direct messages, social comments, reviews, email, and callback requests into one workspace. Find it in your agent's sidebar under Activity.
Activity is for your customers. The AI Assistant is your private owner copilot. Activity shows real customer conversations; the AI Assistant answers your questions and runs tasks for you. They're separate.
Inbox#
Open Activity. The queue is already the inbox. Use the content filter for any combination of Messages, Email, Comments, Reviews, and Callbacks. Channel filters and platform logos show where each item came from.
| View | What it shows |
|---|---|
| Needs reply | Customer communication waiting for a response |
| Waiting | Threads waiting for a customer, a teammate, or a reminder |
| Assigned to me | Threads, posts, reviews, and callback work you own |
| My teams | Work routed to one of your teams without a person yet |
| Unassigned | Customer communication with no person or team |
| All conversations | All customer communication and callback work |
| Starred email | Email threads you starred |
| Resolved | Communication already completed or replied to |
Content and channel filters narrow that queue. They do not open a different inbox. When calling is available, Calls can appear beside the inbox. When ticketing is on, Tickets does too.
Items surface here when a customer needs a human reply, when Escalations rules fire, or when something is waiting for approval.
Comments and reviews open in native detail panes. Their post- and location-level moderation tools remain available from the selected item — see Comments & Reviews.
Messages and Email#
The Inbox includes:
- Conversation list with unread badges, pinning, search, and filters
- Full thread view with the customer's details alongside
- Reply box with emoji, attachments, and quick replies
- Live updates as new messages arrive
You can pin important conversations, mark them read/unread, and jump into any thread to reply as a human.
Assignment and Ownership#
Assignment follows the unit of work:
- A message conversation or email thread can be assigned to a person or team.
- Comments are assigned at the post level, so the owner handles the public comment queue for that post. Individual comments still have their own reply and approval controls.
- Each review is independently assignable. Linking a Google location to a branch can help routing. It does not permanently own every review.
- A callback request is independently assignable.
Assignments can come from routing rules or a manual change. Reassignment is allowed even after someone has acted, and the ownership history is retained. If an open ticket owns a conversation, the Inbox shows Owned by ticket and ticket ownership controls the assignment.
Human Takeover & Pausing the AI#
Every conversation can be run by the AI or by you. When you want to step in:
| Step | What you do |
|---|---|
| 1 | Open the conversation |
| 2 | Use AI on and choose Disable AI replies for 1 hour, 1 day, 1 week, or until you turn it back on |
| 3 | Reply yourself. While AI replies are off, the AI won't respond on that conversation |
| 4 | Click Resume AI, or let a timed pause expire, to hand control back |
Pausing one conversation doesn't affect the others — the AI keeps handling everything else. The control shows AI on, AI off, or Resume AI.
Improving the AI From a Conversation#
When you spot an AI reply that could be better, you can revise it from the message and optionally save your correction as a Q&A training pair so the agent answers better next time. See Q&A Sources.
Related Pages#
- Comments & Reviews
- Escalations — rules that flag work for your team
- Ticketing — turn escalations into owned, trackable tickets
- AI Assistant — your private owner copilot (not customer chat)