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Inbound Conversations

Relaio Docs Team-Feb 26, 2026-4 min read

Prepare inbox, routing, SLA, and escalation model before production inbound traffic.

Inbound Conversation Readiness Overview

Inbound Conversation Readiness is a simple guide for setting up this part of Relaio.

Use this page to understand what the feature does, what you need before starting, and how to check that it works.

The steps below are written for regular users and admins, not for setup teams.

What You Need

  • Access to your Relaio workspace.
  • The feature or channel you want to set up.
  • Basic business details and owner access.
  • A test contact or test scenario to check the setup.

Setup Steps

  • Open Inbox > Routing and Assignment in your Relaio workspace.
  • Turn on the feature and complete the required settings.
  • Save your changes and use the test option if one is available.
  • Make sure the setup matches the way your team wants to use it.

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Check It Works

  • Assignment rules route to expected queue.
  • First response automation triggers on time.
  • Escalation to human operator works for risk cases.
  • Validate that AI 'Variables' (Name, Email, Phone) are automatically updating the CRM contact profile.
  • Confirm the AI agent uses 'Thinking Fillers' (e.g., 'Let me check...') during processing delays.
  • Verify that 'Natural Responses' (Backchanneling) are enabled to make the interaction feel human-like.
  • Ensure human agents can manually take over any conversation from the AI via the Inbox module.

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Common Issues

  • Check that your access is correct.
  • Confirm the feature is turned on.
  • Review the saved settings again.
  • Run the test once more with fresh data.

Frequently Asked Questions

  • Where do I set this up? Start from Inbox > Routing and Assignment.
  • Can I come back and edit it later? Yes.
  • How do I know it is ready? Complete the setup and run a test.
  • Who should own it? Assign one person to keep it updated.