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Pause a conversation when a person needs to take control without competing with automated replies.
1

Open the customer conversation

Open Inbox, choose the relevant agent and conversation, and read the recent messages and retrieved sources before responding.
2

Pause automated replies

Select Pause in the conversation controls. The control changes to Resume, confirming that the agent will not send automated replies in this conversation.
3

Write the human response

Enter the reply in the message composer. Add only files the customer should receive, then review the text, recipient, and attachment before sending.
4

Send through the original channel

Send the message. Confirm the human reply appears in the conversation and is delivered through the channel where the customer contacted you.
5

Resume when handoff is complete

Finish any promised follow-up, summarize the outcome in the conversation, and select Resume only when the agent can safely handle the customer’s next message.

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Revise an agent reply

When the interface offers Revise or Improve, review the customer’s question and the original answer before sending a replacement. Correct the underlying knowledge or behavior as well, so the same problem does not repeat.
Summarize any promise, exception, or next action clearly in the conversation before resuming automation.