Inbox Sidebar Actions
Manage visitor interactions and conversation controls through the sidebar actions panel.
Available Actions
Ask for Rating
Request feedback from the visitor about their conversation experience.
How it works:
- Sends a rating request that appears to the visitor in the chat widget
- Can only be requested once per agent per chat within a 7-day period
- The request is recorded as a private event message in the chat
When to use:
- After resolving a visitor's issue
- When you want to track conversation quality
- To gather feedback for service improvement
The rating request is disabled if the agent has already asked for a rating in the past 7 days for this specific conversation.
Send Transcript
Email a complete transcript of the conversation to the visitor or another recipient.
How it works:
- Retrieves all public messages from the conversation
- Groups messages by date for better readability
- Sends a formatted email containing the full chat history
- Adds a public event message confirming the transcript was sent
Configuration options:
- To email: The recipient's email address (defaults to visitor's email)
- From email: Select from verified organization email addresses
- Sender name: The name that appears as the email sender
Use cases:
- Providing visitors with conversation records
- Sharing chat history with team members
- Archiving important conversations
Copy Link
Generate and copy a direct link to the current conversation.
How it works:
- Creates a URL pointing directly to this chat in the inbox
- Automatically copies the link to your clipboard
- Link format:
/dashboard/inbox/all?id={chat_id}
Use cases:
- Sharing conversation links with team members
- Bookmarking important conversations
- Creating direct access links for external systems
Ban/Unban Visitor
Control whether a visitor can initiate new conversations.
How it works:
- Toggles the visitor's banned status in the database
- Creates a chat event record of the action (bannedVisitor/unbannedVisitor)
- Immediately updates the visitor's status across all active sessions
Effects of banning:
- Visitor cannot start new conversations
- Existing conversations remain accessible
- Visitor appears with banned status indicator
- Action can be reversed by unbanning
Use the ban feature carefully - banned visitors will see an error when trying to start new conversations.