This article explains how the Automated inbox works when Hugo handles conversations for your team.

When Hugo is active, Crisp groups conversations handled by the AI Agent in a dedicated Automated inbox. This keeps human inboxes focused on conversations that need agent attention, while still letting your team review Hugo's work and step in whenever needed.

What the Automated inbox is

The Automated inbox is a dedicated inbox where conversations handled by Hugo are routed. It separates AI-handled conversations from your human team’s regular inboxes.

When a new conversation starts and Hugo is enabled:

• The conversation is routed to the Automated inbox
• Your support team is not notified by default
• Hugo attempts to resolve the conversation autonomously

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

How escalation works

If Hugo cannot confidently answer, detects that human help is needed, or reaches an escalation rule you configured, the conversation is escalated back to humans.

When escalation happens:

• The conversation leaves the Automated inbox
• It is moved to the Main Inbox by default
• Your usual inbox routing rules can then move it to the right sub-inbox
• Human agents can take over the conversation normally

If you want new conversations to go directly to humans instead of staying in the Automated inbox, open Crisp, go to AI Agent → Agent → Activation, and change the default target to Route to Inbox.

How Workflows interact with the Automated inbox

If a conversation is routed through a workflow, it can still remain in the Automated inbox by default. This is expected when the automation is part of Hugo’s handling flow.

If a workflow should hand the conversation to humans, add a Move to Inbox block and select the destination inbox, such as the Main Inbox or a specific sub-inbox.

Conversation reactivation and auto-resolve

A resolved conversation can re-trigger Hugo when the user sends a new message during the configured reactivation window. This helps preserve continuity when the customer comes back shortly after the conversation was closed.

You can also control how long Hugo keeps inactive conversations open. To change this, open AI Agent → Agent → Settings, then adjust the Auto-resolve after user inactivity setting.

Updated on: 04/05/2026