> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aide.app/llms.txt
> Use this file to discover all available pages before exploring further.

# See what Aide is handling and what needs a person

> The inbox shows which conversations Aide is answering and which need your team.

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.

## 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.

## 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](https://docs.aide.app/aide-helpdesk/saved-views.md).

## 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.

## 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](https://docs.aide.app/aide-ai-agent/handoff.md).

## 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.

## 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.

## 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](https://docs.aide.app/shopify/shopify-admin-app.md).


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