Activity Overview

One inbox for every customer interaction — messages, comments, reviews, and email — with filters and human takeover.

Activity Overview#

Activity is where you watch and step into customer conversations. It brings every channel — direct messages, social comments, reviews, and email — into one workspace. Find it in your agent's sidebar under Activity.

Activity is for your customers. The AI Assistant is your private co-pilot. Activity shows real customer conversations; the AI Assistant answers your questions and runs tasks for you. They're separate.

Tabs#

Tab	What it holds
All	A combined feed of recent work across channels
Messages	Customer chat across connected messaging channels
Comments	Facebook and Instagram post comments
Reviews	Google Business Profile reviews
Email	Email threads (beta)

On All, use filters such as Needs reply, Urgent, Negative, or Pending approval to focus on items that need a person. Badge counts on Messages, Comments, and Reviews also highlight items that need attention.

Items surface here when a customer needs a human reply, when Escalations rules fire, or when something is waiting for approval.

Comments and reviews have their own moderation flow — see Comments & Reviews.

Messages#

The Messages inbox is the heart of Activity:

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.

Human Takeover & Pausing the AI#

Every conversation can be run by the AI or by you. When you want to step in:

Open the conversation.
Click Pause AI and choose how long — a short window or until you turn it back on.
Reply yourself. While paused, the AI won't respond on that conversation.
Click Resume AI (or let the pause expire) to hand control back.

Pausing one conversation doesn't affect the others — the AI keeps handling everything else. A status badge shows whether the AI is active or paused, with a countdown when a timed pause is running.

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 Conversation Learning.