# Fix inbox problems

The agent stopped answering, a run failed, or a conversation went missing.

| 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](/articles/manage-your-plan-and-credits#plans) |
| **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 |

More in [Work the inbox](/articles/work-the-inbox).