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Reply to Conversations

Use a human reply when a user is waiting for a person, the Agent reached a handoff boundary, or an operator must approve the response before it goes back through the original Channel.

Codeer can generate an AI draft, but it does not apply or send the draft automatically. A workspace member reviews the content and remains responsible for the reply.

Selected conversation showing the original Channel, Agent response, and human reply state

When a reply is available

Sending through the original Channel requires:

  • A replyable conversation record with the original Channel information
  • A Channel that supports human replies
  • Permission to reply from the workspace
  • Human mode for this customer and Agent pair

When a requirement is missing, the conversation shows why the reply is unavailable. Follow that message rather than copying the reply into an unrelated Channel.

Stop and escalate instead of guessing

Do not send or retry a reply only to clear the queue when:

  • The answer needs a new expert judgment, a risky commitment, or restricted information.
  • The user's identity, permission, or intended Channel is unclear.
  • The text was delivered but an attached action failed.
  • Delivery keeps failing after the Channel status and error have been checked.

Keep the conversation in human mode, record what is blocking the response, and contact the named expert or admin. Before a pilot begins, every handoff queue should have an owner, a response target, and an escalation contact. See Operate and Improve for the decision table.

Step 1: Open a conversation that needs a reply

In Conversations, look for Needs human reply or use the Human in the loop filter. Open the conversation and read the latest user message together with the preceding context.

Before composing, decide whether the user needs:

  • A direct answer
  • A clarifying question
  • Confirmation that a person is handling the request
  • A form or another supported action

Step 2: Start human mode when needed

If the reply composer says human reply is off, click Open CRM and use Start handoff for the relevant customer and Agent.

Manual human mode stays active until someone returns that Agent pair to AI. An automatic handoff may use the timeout configured on the Agent.

Agent response policy may require a person

If the Agent is configured as human-only, you cannot return the conversation to AI until that Agent setting is changed and the Agent is published again.

Step 3: Write the reply or generate an AI draft

You can write directly in the Human reply composer or click AI draft.

When you generate a draft, Codeer uses the available conversation context and shows the result as a preview. You can:

  • Apply the draft to the reply composer
  • Dismiss it and optionally record why
  • Generate another draft with a focused adjustment
  • Copy the draft without applying it

Applying a draft does not send it. Edit the reply in the composer before sending.

Step 4: Review the draft against the work

Check more than tone and grammar:

  • Does the reply answer the user's current need?
  • Does it use the latest conversation context?
  • Are factual claims supported?
  • Does it respect the Agent's boundary and the human handoff decision?
  • Is the next action clear?
  • Does it expose private or internal information?

If new messages arrived after generation, the draft may be marked stale. Read the latest messages and use Regenerate from latest messages rather than sending an outdated response.

Step 5: Review any proposed form

An AI draft may suggest a form when the Agent and Channel support it.

  • The form is not created or sent until you send the reply.
  • Review and edit prefilled values.
  • Leave customer-provided fields empty when the customer should complete them.
  • Remove the form when it is not necessary or the Channel does not support it.

The text reply and form action have separate delivery outcomes. Check both after sending.

Step 6: Send through the original Channel

Click Send only after reviewing the final content and action. Watch the delivery status:

  • Sent: The reply was delivered.
  • Sending: Delivery is still in progress.
  • Text sent, action failed: The text reached the user, but the attached action failed. Do not resend the full text blindly; inspect the failed action first.
  • Delivery failed: The reply was saved but did not reach the Channel. Check the error and Channel state before retrying.

If live updates are reconnecting, refresh or wait for the status before sending a duplicate reply.

Step 7: Close the loop

After the immediate reply is handled:

  1. Decide whether this situation should remain in human mode or return to AI.
  2. Use Add Case when the judgment should be checked again after Agent changes.
  3. Define the expected behavior and handoff boundary.
  4. Make the smallest relevant Agent change.
  5. Run the affected cases before publishing another version.