> ## Documentation Index
> Fetch the complete documentation index at: https://help.avoca.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage message conversations

> Find, assign, reply to, and resolve customer conversations without losing AI handoff state.

Open **Channels → Messages → Conversations** to manage customer messaging. You can use a board or table view, filter the inbox, open a conversation, and coordinate AI and human handling.

## Conversation statuses

Every conversation has one of four handling statuses:

* **AI Handling:** The AI agent is responsible for the next applicable response.
* **Human Handling:** A teammate is actively handling the conversation.
* **Human Followup:** A person needs to follow up.
* **Resolved:** No further action is expected.

Move a conversation deliberately. Status affects how teammates interpret ownership and whether the AI is expected to continue.

## Find and organize work

Use search, date range, unread-only, filters, and sorting to narrow the inbox. Depending on access, you can also:

* Switch between board and table views
* Mark conversations read or unread
* Assign conversations
* Save custom views and control who can access them
* Apply supported bulk actions
* Report an issue from a conversation

## Send a manual reply

Open a conversation, review the full recent context, and choose the appropriate send behavior. The composer can offer:

* **Send and return to AI**
* **Send, return to AI after *N* minutes of inactivity**

Use the delayed option when a teammate may need to continue the exchange before the AI resumes. Confirm the resulting status after sending.

<Warning>
  A manual message is customer-facing immediately. Verify the recipient, conversation context, and AI return behavior before sending.
</Warning>

## Opt-outs

Respect a customer's messaging preference. Use **Messages → Opt-Outs** to review opted-out contacts and remove an opt-out only when you are authorized and the customer's preference has been confirmed. ServiceTitan opt-out tags may also affect messaging behavior.

## Message alerts

The older **Messages → Notifications** editor is deprecated and read-only. Configure current operational alerts under **Settings → Business Info → Team Alerts** instead.

Channel-specific inboxes such as Google Local Services Ads or Yelp may appear separately when enabled for your team.