> ## Documentation Index
> Fetch the complete documentation index at: https://help.eazybe.com/llms.txt
> Use this file to discover all available pages before exploring further.

# AI Features

> Use AI labels, AI customer properties, AI-agent stages, draft rephrasing, and human handoff in Team Inbox.

Team Inbox uses AI to organize conversations, maintain customer context, help segment the inbox, and show when an automated agent is handling a customer.

<Note>
  AI labels, AI profile intelligence, and AI properties require an eligible plan. They are hidden on Free and Starter plans. Eazybe identifies Scaler, AI Basic, and higher plans as eligible for AI Properties. Some AI sections are also hidden by role or access scope.
</Note>

## Follow the first-time AI-managed CRM tour

On an eligible workspace, a first visit can introduce the **AI-managed CRM** experience.

<Steps>
  <Step title="Start the AI-managed CRM tour">
    Click **Show me** on **You've entered your AI-managed CRM**.

    <Info>
      **Add image here:** Add a screenshot showing the AI-managed CRM introduction and Show me. Save it as `/images/team-inbox/ai-tour-start.png`.
    </Info>
  </Step>

  <Step title="Review the automatically updated profile">
    Step 1 opens customer details and displays **Updated automatically** beside information that Eazybe AI maintains from the conversation.

    <Info>
      **Add image here:** Add a screenshot showing Step 1 of 2 and Updated automatically. Save it as `/images/team-inbox/ai-tour-profile.png`.
    </Info>
  </Step>

  <Step title="Open the AI-property filter lesson">
    Click **Next**. Step 2 opens **All filters** and highlights the AI-property control.

    <Info>
      **Add image here:** Add a screenshot showing Step 2 of 2 and the highlighted AI-property filter. Save it as `/images/team-inbox/ai-tour-filter.png`.
    </Info>
  </Step>

  <Step title="Try or leave the tour">
    Click **Try it** to work with the highlighted filter. Click **Skip** during Step 1 if you do not want to continue the tour.

    <Info>
      **Add image here:** Add a screenshot showing Try it and the filter ready to use. Save it as `/images/team-inbox/ai-tour-try-it.png`.
    </Info>
  </Step>
</Steps>

The tour is shown once for the workspace in the browser after it is completed or skipped.

## Use AI labels

Eligible non-Employee users can expand **AI labels** in Lists.

| Label                | What to use it for                                               |
| -------------------- | ---------------------------------------------------------------- |
| **Hot Deals**        | Focus on conversations identified as strong sales opportunities. |
| **Escalation**       | Review conversations that need priority handling.                |
| **Follow Up Needed** | Find customers who need another action or response.              |
| **Unreplied**        | Find conversations still waiting for a reply.                    |

<Steps>
  <Step title="Open an AI label">
    Expand **AI labels** in Lists and click **Hot Deals**, **Escalation**, **Follow Up Needed**, or **Unreplied**.

    <Info>
      **Add image here:** Add a screenshot showing all four AI labels and their counts. Save it as `/images/team-inbox/ai-labels-open.png`.
    </Info>
  </Step>

  <Step title="Choose a sublabel when available">
    Click a label's count to expand its AI-generated sublabels, then click a sublabel for a more specific result.

    <Info>
      **Add image here:** Add a screenshot showing an expanded label and selected sublabel. Save it as `/images/team-inbox/ai-labels-sublabels.png`.
    </Info>
  </Step>
</Steps>

Counts show the available conversations in each label for your access scope.

## Work with AI customer properties

AI properties store structured details beside the conversation. Depending on the definition, a property can be:

* Read-only AI insight
* Editable text
* Editable number
* Single-select dropdown
* Multi-select dropdown

<Steps>
  <Step title="Open the customer profile">
    Open customer details from the conversation header and click **Profile**.

    <Info>
      **Add image here:** Add a screenshot showing the customer-details control and Profile tab. Save it as `/images/team-inbox/ai-properties-open-profile.png`.
    </Info>
  </Step>

  <Step title="Review AI Insights and AI Properties">
    Read the generated insight and the structured property values available for the customer.

    <Info>
      **Add image here:** Add a screenshot showing AI Insights and AI Properties. Save it as `/images/team-inbox/ai-properties-review.png`.
    </Info>
  </Step>

  <Step title="Update an editable property">
    Change an allowed text, number, single-select, or multi-select value and click **Save changes**.

    <Info>
      **Add image here:** Add a screenshot showing an edited property and Save changes. Save it as `/images/team-inbox/ai-properties-update.png`.
    </Info>
  </Step>
</Steps>

Use **All filters** to create segments from configured AI properties. Operators can include **is any of**, **is none of**, **is known**, and **is unknown**, depending on the property.

## Manage AI-property definitions

On an eligible plan, admins can select **Add AI Properties** in the Profile area.

<Steps>
  <Step title="Choose the property type">
    Create a Text/Number property or a Dropdown property.

    <Info>
      **Add image here:** Add a screenshot showing Text/Number and Dropdown property types. Save it as `/images/team-inbox/ai-property-choose-type.png`.
    </Info>
  </Step>

  <Step title="Name and describe it">
    Add a clear name and the required description so the property is used consistently.

    <Info>
      **Add image here:** Add a screenshot showing the property name and description fields. Save it as `/images/team-inbox/ai-property-name-description.png`.
    </Info>
  </Step>

  <Step title="Add dropdown options when needed">
    Define the choices for a dropdown property.

    <Info>
      **Add image here:** Add a screenshot showing the dropdown-option editor. Save it as `/images/team-inbox/ai-property-dropdown-options.png`.
    </Info>
  </Step>

  <Step title="Save the definition">
    The property becomes available in supported profiles and filters.

    <Info>
      **Add image here:** Add a screenshot showing the saved property in Profile. Save it as `/images/team-inbox/ai-property-save.png`.
    </Info>
  </Step>
</Steps>

Admins can rename or delete manageable properties and can add, rename, or delete dropdown options. Properties controlled by the system cannot be redefined from this menu.

<Warning>
  Deleting an AI property or dropdown option is irreversible. Confirm that it is no longer needed before deleting it.
</Warning>

<Info>
  **Add image here:** Add a screenshot showing the admin actions to add, rename, delete, and manage dropdown options. Save it as `/images/team-inbox/ai-property-manage-menu.png`.
</Info>

## Browse AI-agent funnels and stages

When deployed stage agents are configured, eligible users can expand **AI Agents** in Lists.

<Steps>
  <Step title="Expand an AI agent">
    Open **AI Agents** in Lists and click the deployed agent you want to review.

    <Info>
      **Add image here:** Add a screenshot showing AI Agents and one deployed agent. Save it as `/images/team-inbox/ai-agents-expand-agent.png`.
    </Info>
  </Step>

  <Step title="Expand the funnel">
    Click the agent's funnel to reveal its available stages.

    <Info>
      **Add image here:** Add a screenshot showing the expanded funnel and stage list. Save it as `/images/team-inbox/ai-agents-expand-funnel.png`.
    </Info>
  </Step>

  <Step title="Open a stage">
    Click a stage to display the conversations currently associated with it.

    <Info>
      **Add image here:** Add a screenshot showing a selected stage and its conversation results. Save it as `/images/team-inbox/ai-agents-open-stage.png`.
    </Info>
  </Step>
</Steps>

Available agents and conversations follow the member's access scope. Managers may see a dash instead of a numeric stage count. If no funnel is configured, Team Inbox shows an empty state rather than conversation results.

## Take over from an AI agent

When an AI agent is actively handling the selected customer, a banner appears above the composer with the agent's name.

* Select **Take over** to pause that AI agent for the customer and continue as a human.
* While the AI is paused, select **Return to AI** to let the same agent resume handling the customer.
* If Team Inbox detects that multiple AI agents have sent to the same customer, it shows a warning and pauses the involved agents to prevent competing replies.

The message history records the transition from AI to a teammate where applicable.

<Info>
  **Add image here:** Add a screenshot showing AI handling, human paused, and the multiple-agent warning. Save it as `/images/team-inbox/ai-handling-states.png`.
</Info>

## Rephrase a draft with AI

Write at least 10 characters, then select the round AI control in the composer or supported Quick Reply editor. Eazybe rephrases the text and replaces the draft. Review the result before sending or saving.

## Why an AI feature may be missing

* The workspace is on Free or Starter.
* The signed-in user has the Employee role.
* No AI labels or deployed AI-agent stages have data in the current scope.
* No AI-property definitions are configured.
* The selected customer has not produced enough information for a value.
* The feature is limited by team, channel, or member permissions.