Inbox

Documentation Index

Fetch the complete documentation index at: https://docs.useinvent.com/llms.txt

Use this file to discover all available pages before exploring further.

The Inbox is your central hub for every conversation your assistant is having. WhatsApp, Instagram, Messenger, Telegram, the Web Widget, they all land here, in the same view, with the same tools. You can watch the AI work, jump in whenever you want to reply as a human, hand the conversation back, and resolve it when it is done.

​

Layout

The Inbox is a three-panel layout:

1. Conversation list (left): every conversation, with filters, search, and status indicators.
2. Message thread (center): the full chat history plus a reply composer at the bottom.
3. Contact panel (right): everything Invent knows about the customer, across three tabs, Contact, Files, and Activity.

You can collapse the contact panel with the toggle at the top of the message thread to focus on the conversation.

​

Conversation List

The left panel lists every conversation across every channel and every assistant in your workspace. Each entry shows:

• Avatar and contact name. Contacts without a name shared yet appear as Unnamed.
• Last message preview. A one-line snippet of the most recent message.
• Timestamp. Relative time since the last message (6h, 21h, 1d, 2d).
• Channel indicator. A small dot with the channel’s colour so you know at a glance whether the message came from WhatsApp, Instagram, Messenger, Telegram, or the Web Widget.
• Status indicator. A green check means Resolved. Other states (unread, waiting for human, follow-up scheduled) have their own icons.
• CSAT badge. When Auto CSAT is enabled, the star rating (1–5) appears on resolved entries.
• Follow-up countdown. If Auto Follow-ups has scheduled a re-engagement, the entry shows the time-until-next-follow-up and a Cancel button.

​

Filters

The filter dropdown at the top of the list narrows the view:

• All: every conversation.
• Unread: conversations with new messages you have not opened yet.
• Unresolved: open conversations (either the AI is handling them or they are waiting for a reply).
• Resolved: closed conversations.
• Assigned to me: conversations where you are the assigned agent.
• Unassigned: conversations with no agent assigned.

You can also filter by assistant using the assistant dropdown, and search by contact name with the search field.

​

Message Thread

Click any conversation to open the full thread in the center panel. Inside the thread you will see:

• Conversation title: an AI-generated summary at the top, like “Open Claw Connection”.
• Customer and assistant messages, with date dividers between days.
• Knowledge indicators under AI replies, such as “Found 3 results in knowledge base” or “Thought for 2 seconds”.
• System events in grey italic for everything the AI and your agents do: AI resolved the conversation, AI scored customer satisfaction, AI-generated memories from conversation, An agent reopened the conversation, and more.
• Follow-up banners with the scheduled time and AI reasoning when Auto Follow-ups is active.
• CSAT scores inside the Conversation closed card when Auto CSAT is enabled.
• …and more as new capabilities ship.

​

Three-Dot Conversation Actions

Click the three-dot menu at the top of any conversation for additional actions:

• Mark As Unread: bring the conversation back to the top of your unread list.
• Unsubscribe Contact: stop this contact from receiving broadcast messages, without removing them from your audience.
• Block Contact: reject further incoming messages from this contact across every channel.
• Delete Chat: permanently remove the conversation. The contact stays in your Audience.

​

Replying and Handoff

The reply composer lives at the bottom of every open conversation. It is always there, with the Reply input and attach button ready, whether the AI is handling the conversation or you have already taken over. The composer only disappears once the conversation is closed, replaced by a Conversation ended card with a Re-open button.

​

The Composer

The Reply input, the + attach button (photos, documents, files, recorded videos), and the send arrow are always present. The rest of the controls swap depending on who is currently handling the conversation. While the AI is handling the conversation:

• Model selector: lock the next reply to a specific model (see Picking the model for a single reply).
• Take Over (orange): pause the AI on this conversation without sending a message, so you can scroll, read, or prepare a reply before the AI answers. If you just want to send a message, skip this button and type directly.
• Resolve (green): close the conversation immediately.

After you have taken over (manual mode):

• Hand Over to AI (purple): return the conversation to the assistant so future customer messages trigger the AI again.
• Resolve (green): close the conversation.

A system event is recorded in the thread for every transition (An agent took over the conversation, An agent handed the conversation back to the AI), so the history is always auditable.

​

Picking the Model for a Single Reply

The model selector on the composer controls which model the assistant will use for its next response on this conversation, overriding the assistant’s default for one reply only:

• Auto (default): let Invent pick the best model for the message.
• Specific model (ChatGPT, Claude, Gemini, Grok, and the full lineup): lock this next reply to that model.

Useful when you want to pressure-test a specific model on a tricky customer message, or when you need extra reasoning capacity on a complex question without switching the assistant’s default.

​

Automatic Agent Assignment

When Transfer to Human is enabled on the assistant, Invent automatically routes conversations the AI cannot handle, or that the customer explicitly asks a human for, to your team:

1. The AI flags the conversation as Waiting for Human and records the reason in the thread.
2. Invent assigns the conversation to an active agent on the assistant, if one is available.
3. If no active agent is available, the conversation stays Unassigned and any permitted team member can claim it with Take Over from the Inbox.

You can restrict which team members can be assigned to each assistant from Settings → Agents, so sales conversations always route to the sales team, support to the support team, and so on. An agent’s Active/Inactive toggle controls whether they receive auto-assignments.

​

Resolving and Re-opening

Click Resolve on any open conversation to mark it complete. The thread shows a Conversation ended card at the bottom with a Re-open button. If a customer messages again after you resolve, the conversation reopens automatically and goes back to the AI (or to the assigned agent). You can also click Re-open manually to resume a resolved conversation from your side.

​

Contact Panel

The right-hand panel summarises everything Invent knows about the customer for the selected conversation. It has three tabs: Contact, Files, and Activity.

​

Contact Tab

The default view. All key information is grouped into collapsible sections.

​

Info

Top-level details about the current conversation:

• Assistant: which assistant is handling the conversation.
• Agent: the assigned human agent. Use the dropdown to assign or reassign a team member, or Take Over to claim the conversation yourself.
• Segments: add or remove segments for this contact.
• CSAT: the satisfaction score for this conversation (1–5 stars). Shows the auto-generated score if Auto CSAT is enabled, or lets you score manually.
• Follow-up: schedule a follow-up with preset intervals (1h, 3h, 12h, 24h) or a custom date. When Auto Follow-ups is enabled, the countdown and a Cancel button appear here.

​

Referral

Shows where this conversation originated from, if the source is known. For ad and product referrals you see the platform, product image, name, price, and description. For web widget conversations you see the full UTM breakdown (source, medium, campaign, term, content, page URL, Google Click ID). Learn more about Tracking.

​

Profile

Contact details and device info:

• Name, Email, Phone: core contact fields, editable inline.
• Country and Language: detected from the channel or device.
• Device: browser and device for web widget contacts.
• Direct link: a one-click link to message the contact on their native channel (for example, a wa.me link for WhatsApp).
• + Add field: add custom fields for your own data.

​

Memories

Everything the assistant remembers about this customer, organised by type (Facts, Preferences, Goals, Experiences). Memories persist across every channel and every conversation, so the assistant can pick up where it left off weeks or months later. You can delete individual memories from here if a customer asks.

​

Files

A preview of the five most recently shared files, with a See All link that switches to the Files tab. You can also upload files from the section header, which then appear inside the conversation.

​

Conversations

The last ten conversations with this contact across every assistant. Each entry shows resolution status and date, and clicking it jumps you straight there.

​

Broadcasts

A list of broadcasts this contact has received, with delivery status (e.g., Opened) and the broadcast name.

​

Activity Preview

A compact view of recent activity on this contact with a Write a note… input for quick internal notes. Click Load More or switch to the Activity tab for the full timeline.

​

Files Tab

The full list of files shared in conversations with this contact. You can:

• Browse and search every uploaded file.
• Upload new files with the Upload files button (they are attached to the conversation and to the contact).
• Paginate with Load more.

​

Activity Tab

A complete timeline for this contact: conversation events, segment changes, agent actions, and internal notes. Add notes from the top of the timeline to leave context for teammates.

​

Common Flows

​

1. The AI handled it, you just confirm

1. Open the conversation to watch or review.
2. If the AI already closed it, you see the Conversation closed card with an auto-generated summary and (if enabled) a CSAT score.
3. No action needed.

​

2. The customer asks for a human

1. The AI flags the conversation as Waiting for Human (if Transfer to Human is enabled) and Invent auto-assigns it to an active agent on this assistant, or leaves it Unassigned if nobody is active.
2. The assigned agent (or anyone with access) opens the conversation and replies from the composer. Typing and sending a reply is enough, Invent hands off from the AI automatically.
3. When the issue is resolved, click Hand Over to AI to keep the conversation open, or Resolve to close it.

​

3. You want to jump in proactively

1. Open any live conversation.
2. Type your reply and send, the AI pauses automatically for this conversation. (Or click Take Over first if you want to pause the AI without sending a message yet.)
3. Continue replying manually as many times as you need.
4. Click Hand Over to AI to return the conversation to the assistant, or Resolve to close it.

​

4. A resolved conversation comes back

1. The customer messages again and the conversation reopens automatically.
2. The AI (or the assigned agent) picks it back up where it left off, with full Memory intact.

​

Best Practices

1. Let the AI work first. Most conversations resolve on their own. Jumping in too early short-circuits the assistant and adds manual load.
2. Filter ruthlessly. Unresolved and Waiting for Human are the only two lists you really need to watch during the day.
3. Leave notes. Internal notes on the Activity tab keep context with the contact forever, across every future conversation.
4. Trust Resolve. A resolved conversation automatically re-opens if the customer replies, so you do not need to leave things open “just in case”.
5. Just type when you need to jump in. You do not have to click Take Over first. Send a message and the AI pauses on that conversation automatically.
6. Hand it back. After a manual take-over, almost always click Hand Over to AI so the next message benefits from Knowledge and Memory again.

​

Next Steps