Skip to main contentInbox Overview
What is the Inbox?
Your Inbox is like the main control center for all customer conversations. It’s where you can see, manage, and respond to every message from customers across all your communication channels (WhatsApp, website chat, etc.).
Think of it like your email inbox, but for customer service conversations with your AI agent.
What You Can Do in the Inbox
See All Customer Conversations
- View all messages between customers and your AI agent
- See conversation history - every message from start to finish
- Check customer details - who they are, contact info, previous conversations
- Monitor agent performance - see how well your AI is helping customers
Manage Conversations
- Take over from your AI agent when needed
- Assign conversations to team members
- Close completed conversations to keep things organized
- Add notes or comments for your team
- Filter and search to find specific conversations quickly
Help Your Customers Better
- Step in when AI needs help - take over complex situations
- Send manual messages when personal touch is needed
- Track customer satisfaction - see if customers are happy
- Resolve escalated issues that require human attention
How the Inbox is Organized
Left Side: Conversation List
What you see: A list of all customer conversations
Each conversation shows:
- Customer name (or phone number if name not available)
- Last message preview - snippet of the most recent message
- Time stamp - when the last message was sent
- Status indicators - new, open, closed, or assigned
- Unread message count - how many new messages
Middle: Conversation Messages
What you see: The full conversation between customer and your AI agent
Features:
- All messages in order - see the complete conversation flow
- Message timestamps - when each message was sent
- Sender identification - clearly see who sent what (customer, AI agent, or team member)
- Message status - delivered, read, etc.
What you see: Details about the customer you’re currently viewing
Information includes:
- Contact details - name, phone, email
- Customer history - previous conversations, notes
- Tags and categories - how you’ve organized this customer
- Conversation actions - buttons to assign, close, or manage the conversation
Types of Conversations You’ll See
New Conversations
What they are: Fresh conversations that just started
What to do: Usually let your AI agent handle them, but keep an eye out for complex issues
Active Conversations
What they are: Ongoing conversations between customers and your AI agent
What to do: Monitor for any issues or times when you might need to step in
Assigned Conversations
What they are: Conversations assigned to specific team members
What to do: If assigned to you, handle them personally. If assigned to others, let them manage.
Closed Conversations
What they are: Completed conversations where the customer’s issue was resolved
What to do: Review them occasionally to see how well your AI agent performed
When to Step In
Your AI Agent is Doing Well When
- Customers get quick, accurate answers
- Issues are resolved without escalation
- Customers seem satisfied with responses
- Conversations end naturally
You Should Step In When
- Customer seems frustrated or asks for human help
- AI agent can’t understand what customer wants
- Complex issues that need human judgment
- Customer has complaints that need personal attention
- Technical problems that AI can’t solve
How to Take Over
- Click on the conversation you want to handle
- Look for “Take Over” or “Assign to Me” button
- Start typing your message - the AI will step back
- Handle the customer issue personally
- Close or reassign when done
Keeping Your Inbox Organized
Useful Filters
- New messages - see what needs immediate attention
- Assigned to me - conversations you’re personally handling
- Unread - messages you haven’t seen yet
- Date ranges - find conversations from specific time periods
- Customer tags - find conversations with specific types of customers
Best Practices
- Check inbox regularly - stay on top of customer needs
- Let AI handle routine - don’t take over unless necessary
- Close completed conversations - keep your list manageable
- Use notes and tags - help your team understand customer context
- Monitor AI performance - look for patterns where AI struggles
Understanding Conversation Status
Status Types
New
What it means: Customer just started a conversation
What happens: AI agent automatically responds
Your action: Usually none needed - just monitor
Open
What it means: Active conversation in progress
What happens: AI agent and customer are exchanging messages
Your action: Watch for any issues that need human help
Assigned
What it means: Conversation is assigned to a specific team member
What happens: That person handles it personally
Your action: Handle if assigned to you, otherwise leave alone
Closed
What it means: Conversation is complete and resolved
What happens: No more automatic responses
Your action: Can reopen if customer contacts again
Benefits of Using the Inbox
For Your Business
- Never miss customer messages - everything is in one place
- Better customer service - quick response times and personal attention when needed
- Team coordination - everyone knows who’s handling what
- Performance insights - see how well your AI agent is working
For Your Customers
- Faster responses - AI handles simple questions immediately
- Human help available - you can step in for complex issues
- Consistent service - conversation history keeps context
- Professional experience - organized, efficient communication
For You
- Peace of mind - you can see everything that’s happening
- Time savings - AI handles routine questions while you focus on important issues
- Better insights - understand your customers’ common questions and problems
- Easy management - simple tools to organize and respond
Getting Started Tips
First Time Using the Inbox
- Explore the interface - click around to see how it works
- Watch your AI in action - observe how it handles customers
- Try taking over a simple conversation - get comfortable with the process
- Practice using filters - learn to find what you need quickly
- Set up a routine - decide how often to check the inbox
Daily Inbox Routine
- Morning check - see what happened overnight
- Monitor throughout the day - especially during busy periods
- Handle escalations quickly - don’t let frustrated customers wait
- End-of-day review - close completed conversations and prepare for tomorrow
- Weekly review - look at patterns and AI performance
Remember: The inbox is your window into customer service. Your AI agent does most of the work, but you’re there to ensure every customer gets the help they need! 
