Inbox and human takeover

The Inbox collects every chat and email conversation from all your agents in one place. Use it to follow what the AI is saying, step in when a visitor needs a person, and turn good replies into answers the agent reuses.

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Find a conversation

Use the filters at the top to narrow the list, and search by conversation title or visitor email. A chat or mail icon shows the channel. Verified visitors (see signed identity) have a ✓ next to their name. The list refreshes by itself every 15 seconds.

Switch to Contact submissions at the top to see leads from the contact form. See Contact form and handoff.

Read a conversation

Open a conversation to see the full transcript. Each AI message shows:

• its confidence, detected intent and the model used;
• the visitor's thumbs up or down and any comment;
• numbered citations, when sources are shown;
• navigation actions, marked as auto-opened, clicked or blocked.

The side panel shows the Visitor (name, email, whether they're verified, channel, country, first page and agent), the Hand-off history and any Contact details they left.

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Take over from the AI

When a conversation needs a person, a Needs a human banner shows the urgency, when it happened, whether the team was alerted, and a short summary. There's no separate take-over button: replying takes over.

1. Write your reply in the box at the bottom

   For chats, the visitor sees it in the widget within a few seconds while they have the chat open, and the widget shows “Chatting with our team”. For emails, the reply is sent from the connected mailbox, in the same thread.

2. Click Send reply, or Send & resolve if you're done

   The conversation moves to human active (“You are replying”), and the first person to reply is assigned the hand-off.

3. Click Resolve when the issue is closed

   Resolving also closes any open hand-offs.

Correct an answer

Found a wrong AI reply? Click Correct this answer under it, write the right answer and save. Wrote a great reply yourself? Click Save reply as answer. Both add the answer to the agent's answer bank. It's live at once for owners and admins, and goes to review for the Agent role.

Export conversations

Click Export and choose Excel (.xlsx) or CSV (.csv). The export includes every conversation that matches your current filter and search, up to the newest 50,000. Tick Include full transcripts to add every message (a separate Messages sheet in Excel).

Who can do what

Everyone in the workspace can read the inbox. Replying, resolving and correcting answers needs the Agent role or higher. See Team and roles.

Troubleshooting