Automated Inbox: how Hugo handles conversations automatically

When Hugo AI is enabled, a new default sub-inbox appears. It's called Automated Inbox.

This inbox is designed to gather all the conversaitons Hugo handle autonomously. It has numerous benefits, among which keeping your support team focused only on conversations that really need human attention (aka escalated).

What is the Automated Inbox?

The Automated Inbox is a dedicated inbox where conversations handled by Hugo AI are routed.

When a new conversation starts and Hugo is enabled:

• The conversation is automatically routed to the Automated Inbox
• Your support team is not notified
• Hugo attempts to resolve the conversation on its own

This allows your team to stay focused on high-value or complex requests, without being interrupted by routine questions.

How escalation to humans works

If Hugo cannot confidently answer a conversation:

• The conversation is automatically escalated
• It is moved to the Main Inbox
• Your support team is notified and can take over immediately

From that point on, humans fully control the conversation.

How to access escalated conversations

When Hugo escalates a conversation, it leaves the Automated Inbox and appears in your human inboxes.

By default, escalated conversations are sent to the Main Inbox. If you use inbox routing rules, they can then be routed to the appropriate sub-inbox as usual.

If you want new conversations to go to a human inbox immediately instead of staying in the Automated Inbox, you can:

1. Go to AI Agent → Agent → Activation
2. Change What should Hugo do by default to Route to Inbox

If you are using a Workflow and want it to hand the conversation over to a human inbox, add a Move to Inbox block and select the destination inbox.

Conversation re-activation after closure

By default:

• A closed conversation can re-trigger Hugo if the user sends a new message within 5 days after closure

This ensures continuity for the customer while still keeping automation efficient.

Important: interaction with Workflows

If a conversation is routed through Workflows:

• It will still be sent to the Automated Inbox by default

If you want a workflow to send the conversation directly to humans, you must:

1. Add a “Move to Inbox” block in the workflow
2. Select the Main Inbox

Without this step, conversation will remain in automated inbox.

Auto-closing conversations in the Automated Inbox

Conversations in the Automated Inbox are:

• Automatically closed after 5 days of user inactivity (by default)

You can change this behavior at any time:

AI Agent → Settings → Auto-resolve after user inactivity

This gives you full control over how long Hugo keeps conversations open.

Updated on: 24/03/2026