Resolve an unowned or stalled conversation

• If you see: Whoever has control is around to reply. The banner shows [name] has control.Only they or the Owner can free it. The Owner selects Force hand back. Force hand back
• If you see: The banner names who has controlA colleague has control with no name: the holder may have left your team. The Owner selects Force hand back. Force hand back
• If you see: An Escalated conversation has someone handling itThe assistant flagged it for a person, for example after it couldn't confirm a booking. Take it over and reply. Take over
• If you see: An Escalated conversation you've dealt with has been closedEscalated clears only when the conversation is closed. Close the conversation
• If you see: Someone is assigned. It isn't under Unassigned.Assign it to a teammate. Choose a teammate
• If you see: A conversation marked waiting is getting a replyIf Assistant is replying… shows, wait. If not, take it over and reply. Take over
• If you see: A conversation you've finished no longer shows You're handling thisThe assistant stays paused until you hand back or close. Hand back
• If you see: No handed-over caller shows a red Waiting timeThey've waited over an hour. Call them back. Call them back
• If you see: Nobody leaving your team still holds or is assigned conversationsRemoving someone doesn't move their conversations. Hand over their conversations
• If you see: Inbox loads its conversationsCouldn't load conversations — retrying… that stays: check your connection. If it still stays, your role may not include Inbox. Ask your clinic Owner.
• Working: All of the aboveThe conversation is with the assistant or with someone who is around.

Good to know: Reconnecting… at the top of the list means live updates are paused. The list still refreshes, more slowly, until it reconnects.