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.

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:

Add a “Move to Inbox” block in the workflow
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: 01/02/2026

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