Overview

The Inbox is a centralized space that stores the complete history of all customer conversations, whether they were handled by human agents or AI agents. It includes conversations across all statuses, Open, Resolved, and Finalized. Giving agents and admins full visibility into customer interactions over time.

Unlike Chat, which focuses only on active conversations, the Inbox allows you to review past interactions, track conversation outcomes, and analyze communication patterns. This makes the Inbox especially useful for follow-ups, audits, and reporting.

What's Available in Inbox

Conversation View

Inbox provides a conversation view that displays all conversations in a structured list. This view helps you quickly understand the state of each conversation and navigate between them.

There are two types of views available:

• Preset Views

  Default views provided by the system to help you quickly access common conversation groups.

• Custom Views

  User-defined views that allow you to filter conversations based on criteria such as web widget, date range, or conversation status. Custom views can be created, renamed, or removed as needed.

For a detailed explanation of how conversation views work and how to manage them, see the Conversation View guide.

Actions Available in Inbox

From the conversation table, you can perform several actions to manage and organize conversations more efficiently:

• Search conversations by relevant keywords
• Filter conversations to narrow down results
• Switch display mode between Compact View and Expanded View for easier scanning or detailed review

In addition, some actions available on the chat page can also be performed from the Inbox. For example, agents can simulate a conversation with a bot by selecting one of the available bots in the workspace. The system will then redirect the agent to the sandbox environment of the selected bot.

To learn more about each available action and how to use them, refer to the Inbox Actions guide.