The Conversation Inbox is your central hub for monitoring and managing all customer interactions handled by your Convi AI assistant. From here, you can review conversations, take over when needed, and gain insights into customer inquiries. This guide will walk you through the key features of the inbox.
In this article, you'll learn about:
The different inbox tabs
Searching and filtering conversations
Understanding the conversation list
Managing a conversation in the detail view
Using the sidebar for context
Navigating the Inbox Tabs
The inbox is organized into three tabs to help you manage conversations efficiently:
All: Shows every conversation, regardless of its status.
Open: Displays conversations that are currently active or require attention.
Resolved: Contains conversations that have been successfully closed, either by the AI or by a human agent.
Searching, Filtering, and Sorting
At the top of the inbox, you’ll find powerful tools to locate specific conversations:
Search: Look for keywords within conversation transcripts.
Filter: Narrow down the list by date, topic, or other criteria.
Sort: Organize conversations by date or status.
You can also navigate through pages of conversations using the pagination controls at the bottom of the list.
The Conversation List
The main panel on the left displays a list of all conversations. Each item in the list provides a quick overview:
Title: An AI-generated summary of the conversation's topic.
Time: How long ago the last message was sent.
User Name: The name of the customer, if available.
Status Badge: A label indicating if the conversation is "Open" or "Resolved."
The Conversation Detail View
When you click on a conversation from the list, it opens in the central detail panel. Here, you can read the full chat history and take action.
At the top of the detail view, you have two primary action buttons:
Hand over: Manually assign the conversation to a human agent. This is useful when the AI cannot resolve the issue or the customer requests to speak with a person.
Resolve: Mark the conversation as complete. This moves it to the "Resolved" tab.
💡 Tip: You can also find quick reply buttons within the chat history, allowing you to trigger common actions like "Track my order" or "Talk to a human" with a single click. |
The Right Sidebar: Context is Key
The sidebar on the right provides valuable context about the conversation and the customer.
Conversation Data
This section gives you an AI-generated summary of the chat, the topics discussed (e.g., "Product & Catalog"), and the specific store page where the conversation was initiated.
User Data
Here you can find information about the customer, including:
Name, email, and phone number (if provided)
Local time and location
User's satisfaction rating (Positive/Negative/Unknown)
ℹ️ Note: Having this data readily available helps you understand the customer's situation quickly, allowing for a more personalized and efficient support experience when a human agent takes over. |
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