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:
Open – Active conversations.
Handed Over – Conversations you manually took over.
Feedback – Chats that received customer ratings.
To see any conversation, click it. You’ll be able to review:
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, you must hand the conversation back to the AI so it can continue monitoring or answering any new questions.
🔄 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.