Changing the status of many conversations at once
A dozen Human Handling conversations to hand back at the end of a shift, or a Monday queue of a hundred AI Awaiting Support? Instead of opening them one by one, pick them straight from the list and change their status in one go.
Do these first
This only works once you have finished the following:
- 1
AI–human handoff: This moves conversations between the three handling statuses. Know what each one means before moving them in bulk.
Selecting conversations
- 1
Click Select conversations (the list-with-ticks icon) at the top of the list, next to the funnel filter.
The button turns green, a tick box appears on every card, and a 0 selected bar opens under the list header.
- 2
Click each conversation you want to move.
In select mode a click ticks or unticks the card and does not open it, so you can pick one after another without leaving the page. Whatever conversation is open in the middle stays put.
- 3
Or tick the box at the start of the bar to select every conversation on screen.
The text next to it keeps count, e.g. 3 selected. Click again to clear the selection.
- 4
Click Change status and pick a move.
It only becomes clickable once at least one conversation is ticked. What each option does is covered just below.
Tip: Click the X at the end of the bar (or the select button again) to leave select mode and go back to opening conversations normally.
The three moves
The Change status menu only offers moves that make sense. The number on the right of each line is how many of the conversations you ticked that move would actually change; ones already in the target status are simply left alone. A line showing 0 is greyed out.
- Take over: applies to AI Handling and AI Awaiting Support. The conversations become Human Handling, assigned to you, exactly as if you had clicked Take Over in each one. The AI stops replying to those customers immediately.
- Hand back to AI: applies to AI Awaiting Support and Human Handling. The conversations go back to AI Handling and are no longer assigned to anyone. The AI does not send anything right away; it answers from the customer’s next message.
- Move to AI awaiting support: applies to AI Handling and Human Handling. The conversations go back into the queue, the AI pauses until someone takes over, and whoever was handling them is released. A reason is required, see below.
Note: Conversations marked Contact Blocked are never moved, even when ticked: the customer has blocked the channel, so nobody, AI or person, can reach them anyway.
Sending conversations back to the queue with a reason
Moving to AI Awaiting Support needs a reason. It shows on the conversation card (the orange line), just like the reason the AI writes when it hands off, so whoever picks it up knows what to do next.
- 1
Tick the conversations, click Change status, then Move to AI awaiting support.
Instead of moving straight away, a reason box opens inside the menu.
- 2
Type the reason and click Confirm.
Say briefly what the next person should do, e.g. “Asked for the braces price list, needs a call back”. Up to 500 characters, and the whole team can read it.
- 3
The conversations are back in the queue with your reason.
The AI Awaiting Support count in the left column goes up to match.
Tip: Only the conversations actually moved get the new reason; ones already in AI Awaiting Support keep theirs. And unlike an AI handoff, a person sending conversations back to the queue does not send the team a push notification.
Seeing the result
The move runs in the background, so the inbox never freezes even when you move hundreds of conversations. As soon as you click you see Moving N conversations… and the bar closes. When it finishes, the notice shows the result, e.g. Moved 3 conversations to “Human handling”.
The cards, the counts in the left column, Assigned To Me and the conversation you have open all update without a refresh. Colleagues with the inbox open see the change live too.
Note: If you also see Skipped N conversations because their status had just changed: while you were selecting, a colleague or the AI moved some of them somewhere else. Repio keeps the newer change rather than overwriting it. Conversations on a channel you do not have access to are skipped the same way.
Selecting everything that matches the view
The list loads 25 conversations at a time and fetches more as you scroll. So when the view or filter you have open holds more than that, the select-all box first ticks only what is loaded, and Repio offers to widen the selection to everything that matches.
- 1
Open the view, or apply the filter, that covers exactly the conversations you want to move.
For instance AI Handling, a custom view, a tag filter or a search. “Matching” means matching exactly those conditions.
- 2
Turn on select mode and tick the select-all box at the start of the bar.
A notice appears: All 25 loaded conversations are selected.
- 3
Click Select all N matching this view.
The selection now reaches conversations not loaded yet. To go back, click Select this page only.
- 4
Click Change status, pick the move, then confirm the dialog.
Because it includes conversations you have not seen, the browser asks first: “Move N conversations matching this view to “…”? This includes ones you haven’t scrolled to.”
Tip: The selection is fixed when you confirm. If more conversations started matching in the meantime, Repio stops with “More conversations now match this view than you confirmed”: reload the list and try again, so nothing moves that you did not agree to.
Note: One move covers at most 1,000 conversations. If the view matches more, Repio says “Up to 1000 conversations can be moved at once. Narrow the filter first.”: add a tag, a time range or an agent, and move them in batches.