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Unified inbox and staff handoff Take over a conversation and return it to AI

Browse featuresUnified inbox and staff handoff

Unified inbox and staff handoff

From locating a conversation to staff response. Shared actions with feature-specific inputs and evidence.

ExplanationVerified Oct 12, 2026Owner Laney Product

Task sequences

Take over a conversation and return it to AI

Deliverable

Unified inbox and staff handoff

A staff workspace for conversations, ownership and handoff across channels.

Acceptance: Verify delivery of customer context, ownership and handoff state.
Boundary: Acceptance concerns staff ownership; it can operate independently of AI.

Compare shared actions across features in the sequence catalog.

Products and options

CRM / CRM Shared inbox: Added by this option

Applicable preparation

Complete only the conditions that apply to your channels and tasks.

Instagram messaging account connection

Requirement

Instagram messaging account connection

Prepare the professional account, messaging permissions and Meta asset sharing required by the connection method.

Applies when: Receiving customer inquiries on Instagram.
Prepare: Prepare the professional account, messaging permissions and Meta asset sharing required by the connection method.
Completion check: Verify a test inquiry and reply in the matching external and Laney conversations.

Prepare an Instagram messaging account

Facebook Messenger Page connection

Requirement

Facebook Messenger Page connection

Prepare the Facebook Page and messaging permissions.

Applies when: Receiving Messenger inquiries or sending supported templates.
Prepare: Prepare the Facebook Page and messaging permissions.
Completion check: Verify reception and replies or supported delivery for that Page, not another Meta asset.

Prepare a Facebook Messenger Page

WhatsApp Business account connection

Requirement

WhatsApp Business account connection

Prepare the WhatsApp Business account, connected number and permissions.

Applies when: Receiving WhatsApp inquiries or sending template messages.
Prepare: Prepare the WhatsApp Business account, connected number and permissions.
Completion check: Match the WABA and number IDs and verify test reception or delivery. Check template approval separately.

Prepare a WhatsApp Business account

KakaoTalk channel connection

Requirement

KakaoTalk channel connection

Prepare the channel, its connected bot and channel administration permissions.

Applies when: Using AI inbound or staff conversations on a KakaoTalk channel.
Prepare: Prepare the channel, its connected bot and channel administration permissions.
Completion check: Verify test reception and replies for the intended organization. A BizMessage sender profile does not establish this inbound connection.

Prepare a KakaoTalk inbound channel

LINE Messaging API channel connection

Requirement

LINE Messaging API channel connection

Prepare the official account, its Messaging API channel and connection permissions.

Applies when: Receiving LINE inquiries or sending push messages.
Prepare: Prepare the official account, its Messaging API channel and connection permissions.
Completion check: Match the official account and channel ID and verify reception or push delivery. LINE Login alone is not sufficient.

Prepare a LINE Messaging API channel

WeChat official account connection

Requirement

WeChat official account connection

Prepare the official account, API access and connection configuration.

Applies when: Receiving customer inquiries on WeChat.
Prepare: Prepare the official account, API access and connection configuration.
Completion check: Verify test reception and replies within the capabilities of the selected account type.

Prepare a WeChat Official Account

Naver TalkTalk account connection

Requirement

Naver TalkTalk account connection

Prepare the TalkTalk account, administration permissions and messaging connection.

Applies when: Receiving customer inquiries on Naver TalkTalk.
Prepare: Prepare the TalkTalk account, administration permissions and messaging connection.
Completion check: Match the partner ID and verify reception and replies. This is separate from a Naver advertising account.

Prepare a Naver TalkTalk account

Staff handoff operating rules

Requirement

Staff handoff operating rules

Define the responsible staff, response hours and handoff conditions.

Applies when: Staff take over a conversation or perform follow-up contact.
Prepare: Define the responsible staff, response hours and handoff conditions.
Completion check: Verify the request reaches the responsible staff. A callback request is not a completed staff call.

Take over a conversation and return it to AI

Organization data access permissions

Requirement

Organization data access permissions

Define the actor, organization scope, resources and permitted operations.

Applies when: Staff or automation read or change organization data.
Prepare: Define the actor, organization scope, resources and permitted operations.
Completion check: Verify both allowed and denied operations. Prompts and active catalog items do not grant access.

Set organization and data permissions

Diagnose message delivery failures

Start with the reason shown for excluded recipients.

Take over a conversation and return it to AI

Choose the organization and conversation.

On this page

Task sequences Products and options Applicable preparation Instagram messaging account connection Facebook Messenger Page connection WhatsApp Business account connection KakaoTalk channel connection LINE Messaging API channel connection WeChat official account connection Naver TalkTalk account connection Staff handoff operating rules Organization data access permissions