Assign and resolve conversations

Every role can do everything on this page from the Inbox: agents, admins and the owner. Only the routing setting in Settings,Team is for admins and the owner.

Take over from Ivy#

Open a conversation in Ivy is handling and press Take over in its header. The conversation becomes yours, Ivy stops replying to that shopper, and the reply box opens. The toast says "You took over from Ivy" with Undo.

You can take over any conversation Ivy is having, live or not. Sending a reply in a conversation does the same: the reply takes it over.

Assign a conversation#

1. In the conversation's header, press the person icon (it shows the assignee's photo when someone has it). In a narrow window, it is under … › Assign to.

2. Pick a teammate, or Unassigned to put it back for anyone. You are first in the list; each teammate has a green or orange dot, and Away when they are away. You can still assign to someone who is away.

   

To take a conversation yourself, press A. The toast says "Assigned to Marco" (or "Assigned to you") with Undo.

The teammate you pick gets an Assigned to me alert, by push, email or desktop, following their notification settings. Assigning doesn't stop the wait clock: the shopper is still waiting until someone replies.

How are new handoffs assigned?#

An admin or the owner chooses it in Settings,Team, card Handoffs, under When Ivy hands off. It applies at once.

The line under the option shows who the next handoff goes to and who is skipped.

The same card holds the Reply target, the wait after which a shopper shows as late: see how the Inbox works.

Resolve a conversation#

Press Resolve in the header (or E), or send your reply with Send and resolve. The conversation moves to Resolved, its wait clock stops, and the Inbox opens the next conversation of the view. About 30 seconds later, Ivy writes the conversation's summary.

The toast says "Resolved Emma Collins" with Undo, which reopens it.

To close a conversation Ivy is handling, use … › Resolve. If the shopper is on your store and Ivy is still chatting, it reads Resolve, Ivy is still chatting, and E asks you first with Resolve anyway: resolving ends the conversation.

Can Ivy take a chat back?#

Yes. Press the Ivy icon in the header, Return to Ivy (in a narrow window, under …). The conversation goes back to Ivy, unassigned, and she answers the shopper's next message. The toast says "Ivy has it again" with Undo.

It works only while Ivy is live on your store. When she is paused, offline or out of conversations, the button is off and says why, for example "Ivy is paused, so she can't take this back".

Returning a conversation to Ivy also lifts the protection that sent it to your team: Ivy's suspicion of spam, the limit on chats from one visitor, or a failed bot check. It then counts toward your plan like any conversation of Ivy's. A conversation in Spam has no Return to Ivy: use Not spam to lift its block.

Can I reopen a resolved chat?#

Yes. Open it in Resolved and press Reopen (or E). It is assigned to you and back in your Mine; the toast says "Reopened and assigned to you" with Undo. The wait clock doesn't restart: the shopper isn't shown as waiting until they write again.

When the shopper writes again in a resolved conversation, it goes back to Ivy, unassigned, and she answers. While Ivy is paused or out of conversations, it goes to your team in Needs you instead. After 24 hours without a message, the chat on your store offers the shopper a new conversation instead, linked to the old one in the Inbox.

To bring back a resolved conversation, use Reopen rather than the Assign menu.

Ivy's quiet conversations#

A conversation Ivy is handling resolves itself after 24 hours without a message. It moves to Resolved with the chip Resolved by Ivy. Conversations with your team are never resolved on their own: someone on the team resolves them.

Urgent and unread#

Both are in the conversation's … menu.

• Mark as urgent puts a red flag on the row and in the header; Remove urgent takes it off. Ivy marks a conversation urgent herself when the shopper sounds upset. The flag is hidden once the conversation is resolved.
• Mark as unread makes the conversation unread again for the whole team and closes it.
• Copy link copies the conversation's address, to share with a teammate.
• Open in Shopify opens the conversation's order in your Shopify admin, or the customer when there is no order.
• Mark as spam blocks the shopper: see block a spammer.

Undo#

Each action below shows a toast with Undo for a few seconds:

Undo puts the conversation back as it was. If someone changed it in the meantime (a teammate replied, or resolved it), Undo is refused with "Couldn't undo: the conversation changed". A sent reply, a note and a rating of Ivy's answer can't be undone.

When a teammate leaves#

When an admin removes a teammate in Settings,Team, that person's open conversations go back to Needs you, unassigned, for anyone to take. See invite your team.