How replies are classified and handed to a human
Every inbound reply gets read and sorted before the desk decides what to do with it. Opting out is handled by a strict rule, never a guess. Everything else goes through a reasoning step, and can still end up on a human's desk.
Opting out is never left to a model
"Unsubscribe," "stop," and their common variants are caught by a fixed rule, not AI judgment — and it's always honored, even during an outage where the AI itself is unreachable. The check is careful about where in the message it looks, so a quoted CAN-SPAM footer from an earlier email in the thread doesn't get mistaken for the prospect's own words.
Everything else gets classified
| Classification | What happens |
|---|---|
| Buying signal | Routed toward a meeting offer, or straight to a human handoff if a meeting isn't the right next step. |
| Negative, or the conversation has gone back and forth enough times | Handed to a human. The desk stops trying to close it alone. |
| Neutral (a question, a soft response) | The desk drafts and sends its own reply, no human needed — unless approval-first is on for that persona. |
The desk also quietly tags the objection behind a reply — price, timing, an incumbent tool, and so on — for your own reporting. That tagging never changes what happens to the reply; it's purely for your visibility later.
What a handoff actually does
When a reply gets handed off, the desk creates a record a human can act on, reassigns the record in your CRM if one's connected, and pings your team in Slack or Teams if that's set up. The original thread comes with it — nobody has to go dig for context. Handoff nudge links →
Approval-first and the reply delay
Even a reply the desk is confident enough to answer on its own doesn't fire instantly — it's held for a short, randomized delay first (a couple of minutes, by default) so it doesn't read as an instant bot reply. If a persona has approval-first turned on, or if a human has already picked up that specific thread, the draft waits for a person to approve it instead of sending automatically, no matter what the classification said.
A handoff isn't a dead end for the desk. Once it's picked up, the desk keeps the thread's context available — a rep can hand it right back by replying and letting the desk continue, or take it over entirely.