What You’ll Find
When you open the Inbox, you see a list of all conversations on the left and the conversation details on the right. Each conversation shows:- Contact name and avatar: Who you’re talking to
- Channel indicator: Which platform they messaged from (WhatsApp, Instagram, etc.)
- Last message preview: A snippet of the most recent message
- Timestamp: When the last message was sent
- Status indicator: Whether the conversation is resolved or needs attention
Conversation Details
Click any conversation to see the full chat history. The conversation view shows:- Complete message thread: All messages between your assistant and the customer
- AI responses: Messages sent by your assistant are clearly marked
- Customer messages: What your customer said
- System events: Notes like “An agent disabled the AI” or “An agent resolved the conversation”
Filtering Conversations
Use the filter dropdown at the top to focus on specific conversations:- All: Every conversation
- Unread: New messages you haven’t seen
- Unresolved: Open conversations (AI handling or awaiting response)
- Resolved: Completed conversations
- Assigned to me: Conversations assigned to you
- Unassigned: Conversations without an assigned agent
Human Handoff
When your AI assistant encounters something it can’t handle, or when customers request to speak with a human, the conversation is handed off to an agent. Once you’ve helped the customer, mark the conversation as resolved. The AI can take over future messages from this customer automatically.Contact Information
On the right side of each conversation, you’ll see the contact panel with:- Contact details: Name, channel, and other information
- Conversation summary: AI-generated summary of what was discussed
- Memory: What your assistant remembers about this customer across all conversations