Support (/admin/support) is where every conversation a team member starts
from the "Ask a question" help drawer lands. The AI answers first; this inbox
is where you step in when it can't.
A summary line sits above the tabs — something like "3 conversations need a reply · 12 open · 40 closed" — so you can tell at a glance whether anything needs you before opening a single tab.
The three tabs
- Needs reply — a member sent the last message and nobody has answered yet. This is the tab to work first.
- Open — every conversation that isn't closed, whether the AI is still handling it or a person already replied and is waiting on the member.
- Closed — filed away. Replying to one from either side brings it back.
Each tab label carries a small count pill next to it. If the counts can't be loaded, the summary line reads "Counts unavailable" and a Retry link appears next to it — every pill shows a dash instead of a false "0" until you retry, so an empty-looking inbox is never confused with a broken count fetch.
Taking over from the AI
A conversation the AI is still handling shows an AI badge on its thread page. Select Take over to become the human handling it — nothing about answering the conversation changes if you skip this and just reply directly, but the badge and the member's own view update to show a person is now on it. There's no button that hands a conversation back to the AI once a person has taken it over.
Replying vs. closing
Type a reply and select Send to answer without changing the conversation's state.
Select Close conversation when there's nothing left to do. A dialog ("Close this conversation?") requires you to classify what kind of conversation it was — Feature request, Bug, or App guidance — before Close conversation in the dialog is enabled; this classification feeds the automated review that checks whether the help articles need updating. A closed conversation can be reclassified later from its thread page without reopening it.
Once closed, a reply from either you or the member reopens the conversation — it always comes back to a person, never back to the AI.