The inbox is your team's workspace: every conversation your agent has in one place, the ones it handles alone and the ones that deserve a human. This guide walks through everything you can do in it, capability by capability.

The conversation list

What it is. Every conversation, most recent first, each with the essentials at a glance: the last message, the language, the origin channel and its status.

To find what matters:

• Search finds a conversation by its content.
• Filters combine status (AI, waiting for a human, handled), language, entry point (chat bubble, quiz, product questions...), mentioned product or tag.
• Views save your favorite filter combinations: "waiting conversations", "support in French", everyone creates their own.

Automatic tags

What it is. On every conversation, the AI applies tags: the topic (shipping, return, product advice...), the intent, the need. Nothing to classify by hand.

They serve everywhere: filtering the list, spotting rising topics, and feeding your analytics. You define your own tags in the settings, the AI applies them.

Inside a conversation

Open any conversation, all the context is there:

• The full thread, with a visual marker at the moment a human took over.
• The AI-generated summary, to understand a long conversation in ten seconds.
• The visitor profile: their contact details if they left them, their past conversations, their appointments.
• The mentioned products, with their product page.
• The satisfaction rating left at the end of the conversation, when there is one.

Answering as a human

What it is. At any moment, a team member can join the conversation: the agent steps back, the human writes. To go fast and well:

• Suggested replies: the AI drafts an answer from your content, you validate, adjust or ignore it.
• On-the-fly translation: read and answer in your language, the customer reads in theirs.
• The right to make mistakes: a sent message can be edited or deleted.

Internal notes and mentions

What it is. Annotations placed in the conversation, visible only to your team, never to the visitor. Mention a colleague with @: they are notified by email and arrive with full context. It is the tool to hand over a case without a side channel.

Tickets

What it is. For requests that do not resolve in one exchange (a refund, a claim, a special order), turn the conversation into a ticket: a type, a status, a follow-up. You define your ticket types in the settings, and the list filters by status to see what remains to handle.

Human handover

What it is. The relay between the agent and your team, inside the same conversation. When a visitor is frustrated, explicitly asks for a person or touches a topic you reserved for humans, the agent offers the handover; the conversation goes "waiting" and is highlighted in the inbox. On the customer side nothing changes: same window, same thread, simply a human at the other end.

You decide the conditions: the escalation criteria, the waiting message, what happens when nobody is available.

Set up human handover

Working as a team

Invite your teammates and give each their role: who sees the inbox, who answers, who administers. Everyone sees who is online and who handles what, so two people never answer the same conversation.

Invite a teammate

The right reflex

Test the full journey: on your store, write "I want to talk to a human" in the chat, watch the conversation go into waiting, take it over, leave an internal note, close it. Five minutes, and you will have seen the whole circuit your customers and your team will live.

Open the inbox