Fix inbox problems
The agent stopped answering, a run failed, or a conversation went missing.
Updated Oct 14, 20261 minute read
| Symptom or message | Cause | Fix |
|---|---|---|
| The agent stopped answering. The thread reads "You are handling this conversation", or names a teammate | A teammate replied or took over, which pauses the agent | Press Hand back to, followed by your agent's name |
| The row is marked Needs a person | The agent handed the conversation to the team | Reply, or press Take over |
| The row is marked Question for the team | The agent asked your team something in a note and is waiting | Answer in a note. The customer never sees it |
| The agent run failed under a reply | The run hit an error, such as the plan or credits | Expand it. Why it failed shows the error |
| The visitor got "I've asked a teammate to step in. Someone will be with you shortly." with no reason | The agent run failed | Check the thread for The agent run failed, and the plan on Billing |
| Hand back is unavailable, with "Available on Standard and Pro" | Explore plan | Upgrade |
| A conversation is gone | The view hides it | Check Snoozed, Done and Archived. Delete forever cannot be undone |
| A visitor's new message started a new thread | They pressed New conversation, or wrote again after their last thread was resolved | Expected. Their earlier threads are on the customer's profile |
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