YundaDeskSwitch between AI and human service
Understand the difference between global AI reception and taking over one conversation.
Updated 2026-07-22
Hi, where is my package? 📦 I need it next week — could you check?
Order #4821 has shipped and is due by 6:00 PM today. I've also flagged it for expedited delivery.
⋯Perfect, thank you!
order shipped
Pendingorder shipped
Sentorder shipped
Deliveredorder shipped
Readorder shipped
Failed to sendInternal send failed, please try again laterHi, our support team has received your order question.
Failed to sendThe channel credential has expired. Please reauthorize and try again.(Demo reply) Test message received; the channel round-trip works.
DeliveredTry the full experience — sign up free or log in.
A white-label chat bubble for your site
Send and receive through your own system
Bring customer email into one inbox
Connect WhatsApp Business to serve customers
Connect Facebook Pages and handle messages
Receive and reply to Instagram DMs
Connect a LINE Official Account
Connect a Telegram bot for customer messages
TikTok Business DMs and comments
Connect a Zalo Official Account
Receive and reply to comments
Customer contacts, group chats, and agent collaboration
Applies only to this Website Widget channel. The channel name and theme color are channel-specific too.
SystemLightDark
Set the title and description visitors see when they open the widget. Recent conversations are shown by default.
How can we help?Hi, we are here to help.Copy the code below and paste it into your website to load the chat widget.
Copy it into your website, bot profile, or integration docs.
Copy<script src="https://cdn.yundadesk.com/widget.js" data-yd-key="yd_widget_main" async></script>- Widget Key
- yd_widget_main
- Script URL
- https://cdn.yundadesk.com/widget.js
- Direct link
- https://cdn.yundadesk.com/?widget_key=yd_widget_main
Telegram bot setup guide
Three steps: ① find @BotFather to create a bot and get the token → ② paste the token on the left → ③ save and enable; the system receives new messages automatically.
1. Create a Telegram bot
- In Telegram, search for @BotFather and open the chat.
- Send /newbot to create a new bot.
- Follow the prompts to set a display name and username (ending in _bot).
- Copy the bot token returned by BotFather.
2. Enter the token on the left and enable
- Paste the token into “Bot Token” on the left.
- Click “Save” at the top, then “Enable”.
- Click “Test connection” to verify the bot token works.
3. Test the bot
- Search for the bot username in Telegram and start a chat.
- Send any message and AI / an agent will reply automatically.
- See Telegram Bot API docs.
The channel credential has expired. Please reauthorize and try again.
Connection failedTelegram bot setup guide
Three steps: ① find @BotFather to create a bot and get the token → ② paste the token on the left → ③ save and enable; the system receives new messages automatically.
1. Create a Telegram bot
- In Telegram, search for @BotFather and open the chat.
- Send /newbot to create a new bot.
- Follow the prompts to set a display name and username (ending in _bot).
- Copy the bot token returned by BotFather.
2. Enter the token on the left and enable
- Paste the token into “Bot Token” on the left.
- Click “Save” at the top, then “Enable”.
- Click “Test connection” to verify the bot token works.
3. Test the bot
| Customer | Channel | Location | Tags | Date | ||
|---|---|---|---|---|---|---|
| MMaria Garcia | Web Widget | VIPLogistics | 05/18 | |||
| LLukas Schneider | Telegram+49 30 123456 | B2B | 05/20 | |||
| AAna Silva | Refund | 05/22 |
Check whether AI is safe to serve, what it answers from, and what needs you.
3 outreach tasks open
Look it up using the order number.
Last 3 real matches: Web Widget · Custom API — 1 externally delivered, 2 pending verification, 0 failed.| Category | Capability | Status | Current state | Integration path |
|---|---|---|---|---|
| Proactive outreach | Broadcast noticeCreate a broadcast draft for a channel or all reachable customers. | Draft only | Batch delivery is missing, so AI cannot send directly to every customer. | Connect batch delivery; until then, only confirmed drafts are allowed. |
| Proactive outreach | Private customer messagePrepare or send a follow-up to one specific customer. | Not available yet | This plan does not include the capability yet. | This capability is not available yet and requires no setup now. |
| Proactive outreach | Segment outreachFind customers by conditions and draft outreach for that segment. | Not available yet | Customer segment search is missing, so the target audience cannot be located. | This capability is not available yet and requires no setup now. |
| Customer data | Customer profile readRead customer profiles to enrich answers, memory, and outreach decisions. | Available | Read customer profiles to enrich answers, memory, and outreach decisions. | Yuna can use this in learning, answering, and outreach decisions. |
↳Yes, Brazil shipping usually takes 7-12 business days.
Human answered·1↳Auto-detect VIP customers · Detect VIP status and prompt agents to follow up first.
Human answered·1·L2 risk↳The earrings are stainless steel with 18K gold plating and meet standard nickel-release safety requirements.
Human answered·1·L3 risk↳Opened items can be returned within 30 days if the package is complete.
Human answered·1↳If DHL has not updated for over 72 hours, check the order first, then hand off for compensation review.
You corrected·1·L2 risk| Skill | Status | Use case | Last 7 days | Actions |
|---|---|---|---|---|
| Order tracking lookupWhen a customer asks where an order is, look it up first, then reply in brand voice. | Active | Lookup | Used 12 times92% success | › |
| Auto-detect VIP customersDetect VIP status and prompt agents to follow up first. | Testing | Triage | Not used yet | › |
When a customer asks where an order is, look it up first, then reply in brand voice.
Trigger fields1 field
Conditions1 condition
Execution layerSingle-step capability
Approval policyNo approval needed
HandoffHands off when risk or missing-info conditions are met
Risk levelL1
| Dimension | Conversations | Messages | Avg. first response | Resolved | Share |
|---|---|---|---|---|---|
| Web Widget | 712 | 4,128 | 38s | 496 | 60% |
| Telegram | 284 | 1,620 | 45s | 219 | 24% |
| 198 | 980 | 3m 12s | 146 | 17% |
Profile & project
Agent identity
Basic information
Project identity
Members & roles
Invite agent| Member | Role | Status & skills | Actions |
|---|---|---|---|
| ACAnna ChenMeanna@yundadesk.testOnline | Admin | Active英语退款Max 12 concurrent | ⋯ |
| MGMaria Garciamaria@yundadesk.testOffline | Agent | Pending西语售前Max 8 concurrent | ⋯ |
Notifications
Notification permission
Notification settings
Notification scenes
Test notification
Send testSend a test notification to verify everything works.
Send key
Send-key preference for the conversation input, saved per agent.
Proactive outreach
SaveOutreach policy
Anti-spam and confidence
Human review
Subscription & usage
Upgrade planBuy AI CreditPurchase historyContact opsUsage quotas
Entitlement gate
Write actions are allowed based on workspace status, feature flags and quota usage.
| Document | Size | Tags | Updated | Status | Actions |
|---|---|---|---|---|---|
| Brazil shipping timelinesCompiled 12 FAQ pairs | — | Updated Jun 3, 2026, 4:00 PM | Searchable | ⋯ | |
| EU customs & duties | — | Updated Jun 4, 2026, 2:30 PM | Indexing | ⋯ | |
| 30-day refund policyCompiled 9 FAQ pairs | — | Updated Jun 2, 2026, 8:00 PM | Searchable | ⋯ |
| Document | Size | Tags | Updated | Status | Actions |
|---|---|---|---|---|---|
| Brazil shipping policy | — | Updated Jun 3, 2026, 4:05 PM | Queued | ⋯ | |
| EU customs & duties | — | Updated Jun 4, 2026, 2:30 PM | Indexing | ⋯ | |
| Brazil shipping timelines | — | Updated Jun 3, 2026, 4:00 PM | Searchable | ⋯ | |
| Import restrictions PDFError: The PDF contains no readable text | — | Updated Jun 7, 2026, 4:30 PM | Index failed | ⋯ |
| Document | Size | Tags | Updated | Status | Actions |
|---|---|---|---|---|---|
| tgo.ai · 0 pagesProcessed 3 / Discovered 50 pages | — | — | Crawl job running | Crawling | ⋯ |
| Customer question | Standard answer | Source | Tags | Status | Actions |
|---|---|---|---|---|---|
| Do you ship to Brazil? | Shipping to Brazil usually takes 7-12 business days. | Compiled · Brazil shipping policy | Enabled | ⋯ |
agent confirmationCart recovery is ready to reach 1 customer — confirm the flow.
agent confirmationNew FAQ: track packages from the order page after dispatch.
A customer asked about product materials. Review whether it belongs in the learning base.
A Telegram reply was not delivered. Check channel delivery.
An AI reception run failed. You can inspect the answer trail.
Which channel had the most customers in the past week?
The website channel had the most customers in the past week: 42.
Send a Telegram message to Sam about the new product.
VIP customers can get expedited shipping
Noted.
Choose how to send
If a customer stops replying for 30 minutes after asking about a product, prepare a follow-up draft, at most once per customer every 24 hours.
Saved as a pending learning suggestion. Review it in AI improvements.
- Trigger
- Trigger after 30m
- AI action
- Prepare a follow-up draft
- Cooldown
- Do not repeat for the same customer within 1d
What needs my attention today?
Three things: 2 learning suggestions to review and 1 outreach waiting for your confirmation. Yesterday's auto-resolution hit 84%, up 3 points.
Shadow mode: memories are searched and logged, but not injected into answers.
| Type | Content | Updated | Actions |
|---|---|---|---|
| preference | Use weekly view by default for future reports | 07/11/2026, 08:00 |
Bring the same Yuna conversation to the creator or admin's phone. Feishu, Telegram Bot, and WeChat messages stay in the original Yuna thread.
Good for teams that already work in Feishu.
ConnectGood for cross-border teams that work in Telegram.
ConnectGood for teams that handle work from WeChat.
ConnectLast received—
Last sent—
Good for cross-border teams that work in Telegram.
ConnectGood for teams that handle work from WeChat.
ConnectWaiting for confirmationValid until 07/04/2026, 12:10
Choose whether built-in or external AI handles automatic replies.
Both visitors and agents will see this name
Selected channels are handled by the current AI. Channels not selected here will not use AI replies.
SelectTelegramChoose the AI service that replies across all assigned channels.
Maya Sales Advisor
This is the name of the same default AI agent. Visitors and agents see it; switching built-in or external source does not create a second AI.
AI reception source
Built-in and external AI are mutually exclusive. The selected source replies for the channels assigned below.
Use YundaDesk managed growth with YundaDesk AI learning, skill generation, and review.
External AI only handles auto-replies. It does not participate in YundaDesk AI learning or skill generation.
Agent setup first chooses whether built-in or external AI handles automatic replies.
YundaDesk supports AI-first service with human takeover at any time. Global reception settings and the service state of one conversation are separate controls.
Global reception settings#
AI employees → Agent setup determines the active AI source and the channels that allow automatic AI replies. When AI reception is disabled for a channel, new customer messages from that channel will not trigger AI replies.
Take over one conversation#
Open the conversation and select Take over or the equivalent action. After takeover:
- the AI stops replying automatically in that conversation;
- the assigned agent can reply directly;
- the service state and assignee are updated.
When the issue is resolved, you can return the conversation to AI where supported, or close it. Before returning it, confirm that the AI has the knowledge and context needed to continue safely.
Automatic handoff#
Handoff may occur when the AI lacks a reliable answer, the customer asks for a person, a required tool or channel is unavailable, or a safety rule applies. A handoff does not mean the issue has been resolved; the team must continue in the Inbox.
Keep refunds, price changes, and other high-risk commitments behind human confirmation. When an AI answer is wrong, use Correct AI so the problem can enter the governed learning flow.