Here’s the updated Help Center content with your new tab details included:
💬 The Inbox
The Inbox is where you view and manage all conversations between your customers and your AI Assistant.
📥 Viewing Conversations
When you open the Inbox, you’ll see a list of all chats.
Tabs:
All – Every conversation, regardless of status.
Open – Active conversations currently being handled by the AI.
Answered by Human – Conversations you’ve manually taken over.
Archived – Closed or stored conversations for reference.
To view any conversation, simply click on it. You’ll be able to see:
The complete conversation history.
Who sent each message (AI or you).
Timestamps for every reply.
✅ Responding to Conversations
Important: You can’t reply directly while the AI is still handling a conversation.
To send a message yourself:
Take over the conversation first (see below).
After taking over, you can reply as a human agent.
When you finish assisting the customer, hand the conversation back to the AI so it can continue monitoring or responding to new messages.
🔄 Conversation Status
While the AI is in control: You can only view the chat.
After you take over: You can type and send replies.
After you hand it back: The AI resumes handling new messages.
💡 Tip: If you don’t hand the chat back to the AI, the customer will see that the assistant is unavailable until you do.