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Inbox & live support

Resume the AI after staff support

Return a conversation to automated support when the human intervention is complete.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itInbox → conversation → Resume / conversation menu

Before you begin

Open Inbox and check that you are in the correct workspace. Select the conversation and review its latest customer message before taking an action.

Example workspace · Demo data. Resume returns the conversation to the AI; choose deliberately after finishing human support. Select the image to enlarge it.
A staff-controlled conversation with the Resume button and message composer

Example workspace · Demo data. Resume returns the conversation to the AI; choose deliberately after finishing human support. Select the image to enlarge it.

Step by step

  1. 1

    Check the customer’s next step

    Make sure no unresolved staff-only action remains. Avoid resuming while another teammate is still investigating.

  2. 2

    Choose Resume

    Use the conversation’s Resume action. This returns control to the AI for subsequent eligible messages.

  3. 3

    Verify the event

    Check the status and timeline. Tell the customer what was resolved if that context would otherwise be unclear.

  4. 4

    Test a new question

    In a test session, send a new visitor message and confirm automated replies can continue.

Concept diagram · A guide to the steps and their relationship; this is not a product screenshot.
Takeover, reply, resume and finish have different purposes

Concept diagram · A guide to the steps and their relationship; this is not a product screenshot.

Good to know

Resume is useful after answering a one-off staff question when the customer may still need ordinary AI assistance. Close is appropriate when the support issue is complete.

Resume does not resend an earlier message or erase the staff conversation.

Check the result

Check the conversation status and timeline after the action. When testing, use a separate visitor browser so you can see both sides.

Questions & troubleshooting

I resumed accidentally

Use Ctrl+Z (or Cmd+Z) outside a text field while the Inbox action is still undoable, or explicitly take over again. Sent replies stay sent.

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