Step 1
Find the conversation that needs you
Open Inbox to see recent conversations across connected channels. Search by customer name or phone number, then filter by lead status, escalation state, or channel.
Each thread keeps the customer profile, channel, lead score, recent messages, and AI status together so your team does not need to reconstruct context.
Step 2
Take over from the AI
Choose Take over when a teammate should reply. LeadCeleris pauses AI replies for that conversation while the human is in control.
Use takeover for sensitive complaints, negotiated pricing, high-value buyers, or any question where a person should make the final decision.
Step 3
Resume AI safely
After the human task is complete, turn AI back on for the thread. Review the last customer message first so automation resumes with the right context.
- Confirm the customer request is resolved
- Add any missing policy or answer to the knowledge base
- Resume AI only when no teammate is actively typing