Understanding AI Conversations in Your Inbox
When the AI Agent handles customer conversations, they appear in your Inbox alongside all other conversations. This article explains how to read AI conversations, what the different indicators mean, and how to take over when needed.
Identifying AI Conversations
AI-handled conversations look like regular conversations in your Inbox, with a few additions:
Source Badges AI-generated messages may show a "Sources Detected" badge. Click it to see exactly which knowledge base content informed the response:
KB: [Source Title] indicates a Knowledge Source document was referenced
Fact: [Statement] indicates a Fact was used
Response: [Question] indicates a Verified Answer was matched
Each source links back to the relevant section of your Knowledge Base, so you can quickly navigate there to review or update content.
The badge only appears when the AI actually used your knowledge base content. If no badge is shown, the AI responded based on general conversational context or a skill action rather than a specific knowledge source.
Quick Actions on Source Badges When you click a source badge, you can also:
Add as Fact: Save information from the AI's response as a new Fact
Add as Verified Answer: Save the customer's question and the AI's response as a new Verified Answer
This is useful when you spot a great response in a real conversation that you want to guarantee in the future.
Resolution Indicator
When the AI fully resolves all of a customer's questions in a session, a green "AI resolved" banner appears at the top of the conversation. It lists what was resolved:
"Provided order status information"
"Successfully cancelled the order"
"Initiated return/exchange request"
"Provided a discount code"
"Answered from knowledge base"
"Resolved after subscriber clarification"
This tells you at a glance that the AI handled the conversation and the customer's questions were answered. Resolved sessions are the ones that count toward your resolution billing.
Escalation Banner
When the AI escalates a conversation to your team, an amber or red banner appears at the top of the conversation with details about why:
Escalation Label | What It Means |
Knowledge Gap | The AI didn't have enough information in your knowledge base to answer. Includes a link to update your knowledge base. |
Customer Request | The customer asked to speak to a human |
Refund Request | The customer wants a return, exchange, or refund |
Order Issue | There's a problem with an order the AI couldn't resolve |
Product Complaint | The customer reported a damaged, defective, or wrong item |
Billing Inquiry | The customer has a billing-related question |
Abusive Language | The customer used abusive or threatening language |
Conversation Limit | The AI reached its message limit for this conversation |
Malicious | The subscriber attempted to manipulate the AI. The subscriber has been opted out. |
The banner also shows the reason the AI provided for escalating, when available. For Knowledge Gap escalations, there's a direct link to your Knowledge Base so you can add the missing information.
Dismissing the banner: Click the X on the escalation banner after you've reviewed it. Dismissing only hides the banner from your view. The escalation data is preserved for your records.
Resolution takes priority: If the AI resolved all questions and also escalated (for example, it answered a product question and then escalated a return request), only the resolution banner shows. You won't see both at the same time.
Taking Over a Conversation
By default, AI conversations appear in your Inbox with the reply area locked. You'll see a message:
"Want to add the human touch? You can take over the conversation by overriding our AI. Note: AI will no longer respond once overridden."
Click Override Conversation to take over. Once you override:
The AI stops responding to this conversation
The reply area unlocks so you can type and send messages
This cannot be undone for this conversation
When to override:
The AI escalated and you need to handle it personally
You see a response you want to correct before the customer replies
The conversation needs a personal touch (e.g., a VIP customer, a complex issue)
You want to offer something the AI can't (a custom discount, a special arrangement)
When not to override:
The AI is handling the conversation correctly. Let it work. You can always monitor without overriding.
The customer said "thanks" or the conversation is winding down. No need to jump in.
Unsubscribed Conversations
If a customer has unsubscribed from SMS marketing, the conversation is fully locked. You cannot reply or override. The Inbox shows:
"This customer is unsubscribed from SMS Marketing. You cannot reply or text this customer."
Tips
Check escalated conversations first. These are the ones that need your attention. The AI already handled the resolved ones.
Use Knowledge Gap escalations to improve your AI. Every time the AI escalates because it didn't have the answer, that's a signal to add a Fact, Verified Answer, or Knowledge Source covering that topic.
Use quick actions to save good responses. When the AI gives a great answer in a real conversation, save it as a Verified Answer so it's guaranteed next time.
Don't override unnecessarily. Every conversation the AI handles is one your team doesn't have to. Monitor first, override only when you need to add something the AI can't provide.
💡Tip:
Still have questions?
Please feel free to reach out to our wonderful Support team at support@txtcart.ai or via Live Chat.