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The Vida Inbox gives your team a place to review conversations and continue work that needs human attention. A good handoff tells the person what happened, why help is needed, and what should happen next.

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Review conversations efficiently

Use Inbox search and filters to find the relevant Agent, participant, or session. Mark conversations read or unread to manage personal review, and use the available notified and junk views to separate actionable work from noise. Open the complete conversation before acting on a summary when the decision depends on what the customer actually said.

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Design clear escalation paths

Choose the handoff that matches the situation:
  • Call transfer when a live voice conversation should continue with another person or team.
  • Take a Message when the Agent should capture structured follow-up information.
  • Notify when a person needs an alert without taking over the live conversation.
  • Send Email or SMS when the workflow requires a written confirmation or follow-up.
  • Computer delegation when operational work can continue asynchronously without a human.
Tell the Agent when to use each path and what information it must collect first. Avoid generic rules such as “escalate when needed.”

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Include enough handoff context

A useful handoff normally includes:
  • who the customer is
  • the request and current status
  • information already collected
  • actions already attempted
  • urgency or deadline
  • the next decision or action required
Do not include credentials or unrelated sensitive data.

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Close the loop

After a handoff, record the outcome in the appropriate system and update any ongoing Contact objective. If the same escalation appears repeatedly, review the underlying Agent instructions, knowledge, integration, or workflow rather than treating every case as isolated. Use reporting fields to measure why conversations escalate and whether the handoff reached the desired outcome.