Open a conversation and what you can do depends on who has it. While airys is answering, you can leave notes and steer it. Once you take over, you write to the customer yourself.

While airys has the conversation

Add note writes a private note. Only your team sees it — use it to record why something was done, or to leave context for whoever picks the thread up next. The customer sees nothing.

Tell airys to reply takes what you typed as a private note and has airys answer the customer from it, in its own words. It does not quote you or say it was told anything.

Use it when you know the answer and would rather not write it out: “we do deliver to the islands, but it takes three days longer”. airys writes the reply, the customer gets an answer, and what you typed stays private.

There is nothing to approve — the reply goes out. If you want to write the message yourself, take over instead.

If airys was unsure earlier, its own note to you is already in the thread, explaining what it could not answer.

Taking over

Take over, at the top of the conversation, makes it yours. Three things happen:

  • airys stops replying in that thread.

  • The customer sees that a person has joined.

  • Send reply appears in the composer, and what you write goes straight to them.

You need to take over before you can write to a customer directly — while airys still has the thread, the composer only offers notes.

Take over when the conversation is delicate — a refund argument, a complaint, anything where a confident answer from an agent would land badly.

Handing back

Hand back to airys returns the thread. airys answers the next message as usual, and the customer sees the handover.

Hand back when the exception is dealt with and the rest is routine. You can take over again at any point.

Note that Tell airys to reply is unavailable while you have taken over — hand back first, or write the reply yourself.

Email conversations

Conversations that arrived by email read the same as chat ones. Where a customer’s mail quoted your earlier reply, airys hides the quoted part and shows Show quoted text if you want it.

Very old conversations may no longer have the original stored. The message you can read is intact; only the quoted history is gone.