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The Inbox is your central hub for managing all customer conversations across every channel. Whether customers reach out via WhatsApp, Instagram, Messenger, or your web widget, every message lands here. Inbox Overview

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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

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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”

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Filtering Conversations

Use the filter dropdown at the top to focus on specific conversations:
  • All: Every conversation
  • Open: Active conversations that need attention
  • Waiting for Human: Conversations where the AI requested human help
  • Resolved: Completed conversations
You can also search by contact name to quickly find a specific customer.

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Human Handoff

When your AI assistant encounters something it can’t handle, it can transfer the conversation to a human agent. These conversations appear in the “Waiting for Human” filter, making it easy to prioritize urgent cases. Once you’ve helped the customer, mark the conversation as resolved. The AI can take over future messages from this customer automatically.

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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

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Tips for Effective Inbox Management

  1. Check “Waiting for Human” first: These customers need immediate attention
  2. Use filters: Don’t scroll through everything when you’re looking for specific conversations
  3. Let the AI handle routine questions: Focus your time on complex issues
  4. Review resolved conversations: Learn what your AI handles well and where it needs improvement