Switching between the Inbox and Autopilot queues

Above your list of threads sit two small tabs. Knowing which of the two you are looking at saves a lot of confusion.

What a queue is

A queue is a list of conversations grouped by who is dealing with them.

Gruvi has two queues, and every conversation sits in one of them:

Inbox

The conversations that need a person.

Autopilot

The conversations Chloe, your AI assistant, is handling on her own.

Switching between the two changes which pile is on screen, and nothing else. No conversation is deleted or hidden by the switch.

The rest of this article takes each queue in turn.

The Inbox queue

This is the tab with the envelope icon, and it is the one you land on. It holds the conversations that need a human, either you or a colleague.

The number in the blue circle next to the envelope is how many threads are sitting in that pile.

The Autopilot queue

This is the tab with the sparkle icon. It holds the conversations Chloe is answering by herself, without waiting for you.

Chloe only handles threads on her own when she is in Autopilot mode. In her other two modes this queue stays empty, which is correct and not a fault.

Inside an Autopilot conversation you will see a blue bar above the composer reading Chloe auto-replies here, with a Pause button. Pausing stops her replying on that one thread so you can take over, without changing her mode everywhere else.

How to switch between them

1. 1Open the Inbox from the left-hand sidebar.
2. 2Look at the top of the left-hand column, directly under the search box.
3. 3Click the Inbox tab to see conversations waiting for a person.
4. 4Click the Autopilot tab to see conversations Chloe is handling.
5. 5The selected tab turns blue. The list underneath changes to match.

The Autopilot queue has its own tabs

This catches people out. The row of filter tabs under the queue tabs is not the same in both queues.

In the Inbox queue you get the seven tabs about who owns a conversation, such as My Threads and Unassigned. In the Autopilot queue you get four tabs about how Chloe is coping:

Running late

Chloe is handling it, but it has been going on too long.

Unhappy

The customer's mood has turned negative while Chloe has been answering.

Unanswered

The customer is waiting and no reply has gone out.

Waiting on customer

Chloe has replied and the ball is in the customer's court.

What happens when Chloe hands over

Chloe stops replying and passes the conversation to a person when she cannot deal with something. That happens when she is out of her depth, or when one of your escalation rules matches.

Three things happen at once. The thread moves out of the Autopilot queue and into the Inbox queue. A headphones icon appears on its card, meaning Chloe handed this over to the team. And a line appears in the conversation itself saying it was handed off to a human.

So you do not have to watch the Autopilot queue to catch escalations. They come to you.

Why you should still check Autopilot

Chloe is good, but she is new to your business. Looking through the Autopilot queue once or twice a day tells you two useful things: whether her answers sound like your company, and which questions keep coming up.

You can open any Autopilot thread and read it like any other. If an answer is wrong, you can step in and reply yourself. ---