When a conversation is finished
Boei keeps customer messages together when AI hands over to your team. Sending a reply and finishing the work are different things.
When AI is helping
An AI conversation can finish when the customer ends the chat, the AI deliberately ends it, or the customer stops responding for long enough.
Website AI chats use 20 minutes of inactivity, considering recent messages and visitor activity. Email, WhatsApp and other supported message channels use the business's longer inactivity setting.
A waiting approval or running workflow prevents automatic completion. Once that work is finished, the customer has time to respond to the result.
Handoff ends the AI part, but your team still has work to do. It does not mean the customer's question is resolved.
When your team is helping
Use these choices in Team Inbox:
| Situation | What to do |
|---|---|
| You need the customer's answer | Choose Waiting. |
| You want to continue later | Choose Waiting, or Snooze for a chosen return time. |
| Your work is finished | Choose Resolve. |
| An approval or action is unfinished | Finish or cancel it before resolving. |
Use optional tags to divide Waiting into customer replies, internal questions or your own follow-up. An internal note can explain what needs to happen next. Waiting does not mean the work is finished.
If you change the status during the send countdown, Boei sends the queued reply first. If sending fails, the status stays unchanged so the conversation remains visible.
AI does not automatically take back a human conversation. Use Return to AI if you want that to happen.
After a website chat ends, the customer can read the history and start a new chat. A reply to an existing human email conversation stays with your team.
Transcripts, feedback and notifications
If customer transcripts are enabled, the customer can receive a copy of the public chat. Internal notes and approval cards are excluded. Normal email messages are not sent again as extra chat transcripts.
If feedback is enabled, an intentionally completed conversation can ask for a rating in the chat. If the visitor leaves without rating and an email address is known, an email can follow. A rating already submitted or a reopened conversation cancels the old request.
Inactivity alone does not request a rating. AI analysis can still run after inactivity, and the conversation can still send a transcript if configured.
Business notifications have separate rules and recipients. A form notification can be sent immediately while AI is still helping. Receiving that notification does not mean the conversation has ended.
Read Human approval of AI actions and Teams and conversation routing for the related settings.