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.
Would you like me to make it slightly shorter and more UI-style (like tooltips or in-app help copy)?