Inbound Conversations

Inbound Conversation Readiness Overview

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.