When a customer needs a person, your team can reply
Marshanam keeps customer conversations available in a shared inbox. When the RAG-based AI cannot provide the information a customer needs, a logged-in team member can open the conversation, review its history, and reply manually.
Human Responses from the Shared Inbox
Some conversations need human judgment — for example, complaints, sensitive requests, high-value opportunities, or questions that fall outside the information available to the AI. With a RAG-based assistant, this can also happen when the required information is not available in the connected business knowledge.
In Marshanam, customer conversations are available in the shared inbox. Logged-in team members can open a conversation, review the available history, and send a manual response when human attention is needed.
What's included
- Open a conversation and reply manually
- Conversation history available before you reply
- Your team decides when a human response is needed
- Continue managing the conversation from the same inbox
- Customer conversations remain available for your team to review
What you can actually do with it
Manual team response
Open the conversation from the shared inbox, review the history, and send a manual reply when a human response is needed.
Full conversation context
The team member can review the available conversation history before replying, reducing the need for the customer to repeat information.
Team access
Logged-in team members with access to the inbox can review customer conversations and send a response.
Keep the conversation moving
After replying manually, your team can continue managing the conversation from the same inbox.
Four simple steps
Review the conversation
Customer conversations are available in the shared inbox for your logged-in team members.
Identify when human help is needed
This may be a complaint, a sensitive request, a high-value opportunity, or a question the RAG-based AI cannot answer from the available business knowledge.
Reply manually
Open the conversation, review the available history, and send a response from the inbox. If the required answer is not present in the connected RAG knowledge, your team can provide the appropriate human response.
Continue from the inbox
Keep managing the conversation from the same inbox after your manual response.
AI assistance with human response when needed
The RAG-based AI can assist with questions covered by your business knowledge, while your team can review conversations and send a manual response when human judgment or information beyond that knowledge is needed.
- Your team can review difficult conversations
- Less repetition because conversation history is available
- Clear team workflow from the shared inbox
Where human responses help
Property sales
AI qualifies the enquiry; your team can review the conversation and reply when a buyer asks about a site visit.
Retail complaints
A frustrated customer can be reviewed by your team and answered from the same conversation.
B2B enquiries
Routine questions can be assisted by AI, while your team can review important opportunities and reply manually.
Questions about human responses
The customer receives your team's reply in the same WhatsApp or website conversation. How you introduce the human response is up to your team.
Logged-in team members with access can view customer conversations and respond manually. Your team can coordinate internally to avoid duplicate replies.
Yes. Marshanam does not automatically hand a conversation to a human when the AI cannot answer. Your logged-in team can view the conversation in the inbox and send a manual response whenever human attention is needed.
Ready to stop losing inquiries?
Start with Marshanam, or book a walkthrough with the team to see how AI-assisted conversations and the shared inbox work together.