Inbox

#Conversation list

All conversations appear in a unified inbox, regardless of channel (widget, email, WhatsApp, etc.). You can filter by status (open, pending, closed), priority, assignee, channel, and tags. Use the search bar to find conversations by customer name, email, or message content.

#Replying to conversations

Click any conversation to open it. You'll see the full message thread including AI responses, customer messages, and agent replies. Type in the reply box at the bottom to send a message as a human agent.

When the AI suggests a response, you'll see a draft that you can approve, edit, or discard before it's sent to the customer.

#Internal notes

Switch to the Note tab to add internal notes visible only to your team. Use notes for context, handoff instructions, or to flag issues for other agents. Notes appear in the conversation timeline but are never shown to customers.

#Assigning conversations

Assign conversations to specific team members from the sidebar. The assignee receives a notification and the conversation appears in their "Assigned to me" filter. Unassigned conversations are visible to everyone on the team.

#Tags & priorities

Use tags to categorize conversations (e.g., "Bug", "Billing", "Feature Request"). Tags are created in Settings → Tags and can be added from the conversation sidebar. Set priorities (low, normal, high, urgent) to signal importance.

All tag and priority changes appear in the conversation timeline so your team has full context of what happened.

#Search & filters

The search bar at the top of the inbox accepts free-text and attribute filters in the same field. Free-text terms match customer name, email, message body, and internal notes; attribute filters narrow by metadata. Combine them freely:

• status:open priority:high — open conversations marked high priority
• tag:billing assignee:me — billing conversations assigned to you
• channel:whatsapp unassigned — every unassigned WhatsApp conversation
• "refund request" tag:vip — text match plus a tag filter

Save common queries as Views from the inbox sidebar. Views are personal by default; admins can promote a view to be shared with the whole team.

#Bulk actions

Hold Shift and click to select a range of conversations, or use the checkbox in each row. With one or more conversations selected, a toolbar appears with the most common operations:

• Assign to a team member or unassign
• Change status (open / pending / closed)
• Add or remove tags
• Set or clear a priority
• Export to CSV (admins only)

Bulk operations run server-side and are atomic per conversation — if 5 of 100 fail (e.g. a permission issue), the other 95 still apply. The error toast lists the failures so you can retry just those.

#AI handoff & response modes

Each chatbot has a response mode that controls how the AI participates in the inbox:

You can also take over a single conversation mid-thread — opening the AI reply menu and choosing Pause AI stops the bot from sending further messages until an agent reopens it. The customer sees no interruption; the conversation timeline records the handoff.

#Status management

Conversations have three statuses:

• Open — Needs attention. New conversations start here.
• Pending — Waiting on the customer or an external action.
• Closed — Resolved. Can be reopened if the customer replies.