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The inbox shows which conversations Aide is answering and which need your team. Aide is the assignee on the conversations it is answering, a green “Aide answered” tag marks the ones where Aide had the last word, and the Needs a person view lists everything else that is open.

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Aide as the assignee

A conversation Aide is answering is assigned to Aide. The conversation list and the conversation’s header show Aide as the assignee, and the conversation doesn’t appear under Unassigned. A conversation is never assigned to Aide and a teammate at once. A conversation comes off Aide when:
  • Aide hands it off. It then follows your routing rules, or lands in Unassigned when no rule matches.
  • A teammate replies to the customer.
  • A teammate clicks Take over.
  • Someone picks a teammate, a team or Unassigned in the assignee picker.

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The views

  • Needs a person: conversations with the status New or Open that aren’t assigned to Aide. That covers conversations Aide handed off, ones a teammate took over, and ones that were never Aide’s.
  • Handled by Aide: conversations assigned to Aide that aren’t closed or spam.
  • Handoffs: Aide asked for a person and nobody has taken over yet.
  • Resolved by Aide: Aide answered and closed the conversation without a person.
To build your own, filter on Assignee and choose Aide. For the other default views and the landing view, see Saved views and filters.

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The “Aide answered” tag

A conversation in the list carries the green “Aide answered” tag when both of these are true:
  • It is one that Handled by Aide lists: assigned to Aide, and not closed, spam or in Trash.
  • The latest message is a reply to the customer.
The tag sits first in the row, before the topic. Before Aide has replied, or after the customer writes again, the row shows a small Aide mark instead; hover it to read “Aide is handling”. The tag goes away as soon as the conversation is handed to a person, closed, marked as spam or trashed.

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In the conversation

The Aide section of the details panel has a Handling row that reads “Aide is handling”, “Needs a person”, “A person is handling” or “Returned to Aide”. After a handoff, Handed off because gives the reason, for example “Customer asked for a person” or “Aide was missing data”. For what triggers each reason, see How Aide hands a conversation to your team.

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Take a conversation over

Click Take over in the conversation’s header. It shows while Aide has the conversation or has asked for a person.
  • Aide stops answering that conversation.
  • The conversation is assigned to you, unless a teammate already has it.
  • Sending a reply does the same: the conversation moves to a person.
Choosing a teammate or a team in the assignee picker removes Aide as the assignee. To be sure Aide stops answering, use Take over or reply. In chat, Aide keeps answering a customer’s new questions after a handoff until a teammate replies or takes over. To have it go quiet at the handoff, turn off Keep answering in chat until your team joins in AI Agent > Per channel > Handoff.

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Give it back to Aide

Click Return to Aide in the header. It shows while a person is handling a conversation that isn’t closed or spam.
  • The teammate is unassigned and the conversation is assigned to Aide again.
  • Aide answers the customer’s next message.
  • Choosing Aide in the assignee picker does the same.
Return to Aide isn’t offered when Aide may return to a conversation after a person hands it back is off in AI Agent > Per channel > Handoff.

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In your Shopify admin

Aide’s app in the Shopify admin has its own Inbox with four views: All, Needs a person, Aide is handling and Closed. A conversation there has Take over and Hand back to Aide, and sending a reply also takes the conversation over. Assigning and snoozing are in the Aide dashboard’s inbox only. See Aide in your Shopify admin.