Inbox
The Inbox is your central hub for managing live chat conversations with website visitors. It provides real-time access to all conversations, organized by different categories to help you prioritize and manage your workload efficiently.
Inbox Categories
The inbox lives at Communications → Inbox in the left-hand menu and organizes conversations into four categories:
My Inbox
Your personal workspace showing only conversations assigned to you. This is where you'll find chats that require your direct attention and responses.
- Purpose: Focus on your assigned conversations
- Shows: Chats where you are the assigned agent
- Best for: Active customer support and direct communication
All
A comprehensive view of every conversation in your organization, regardless of assignment status. This gives you full visibility across your team's workload.
- Purpose: Monitor all organizational conversations
- Shows: Every chat from all agents and unassigned conversations
- Best for: Team oversight and cross-agent coordination
Unassigned
Displays conversations waiting for agent assignment. These are new chats from visitors that haven't been picked up by any team member yet.
- Purpose: Identify conversations needing immediate attention
- Shows: Chats with no assigned agent that are awaiting response
- Best for: Quick response to new customer inquiries
Calls
Phone conversations answered by an AI voice agent, each with its full transcript and — if recording is switched on — a downloadable audio file.
- Purpose: Review what happened on your phone line
- Shows: Voice conversations handled by an AI phone agent
- Best for: Reading transcripts and following up after a call
A call is filed against the brand that owns the voice agent assigned to the number that was dialled, worked out fresh on every call. Brand access does not narrow calls, though: every agent who can open the inbox sees every phone call in the organization. The Calls row only appears if your organization has the Voice feature and you have been granted it — the owner always sees it.
Key Features
The inbox provides powerful tools to manage conversations effectively:
- Real-time Updates: Conversations update instantly as new messages arrive
- Live typing: A conversation floats to the top of the list the moment the visitor starts typing, and its preview line reads "Typing…" instead of the last message. This includes a brand-new visitor who has not written anything yet, so their conversation appears in the list for the first time. The signal that reorders the list carries no draft text — only the fact that someone is typing, and at most once every few seconds. Inside an open conversation the live draft itself is shared with the agents who already have that conversation open
- Accurate online status: A visitor counts as online while any of their browser tabs is still connected, so closing one tab no longer marks them offline mid-session
- Search & Filtering: Find specific conversations by message content, visitor details, or agent
- Widget Filtering: Focus on conversations from specific chat widgets
- Chat Management: Assign, transfer, close, or leave conversations as needed
- Multi-tab Interface: Handle multiple conversations simultaneously
Brand access is granted per member on the Organizations page — open the account menu at the bottom of the left-hand menu, choose Manage team, and use the member's Brand access setting. The Inbox access list on the Widget editor's Features tab writes the same grant: ticking someone there gives them the whole brand, not just that one widget. Removing a member from the organization also removes their brand access, so re-adding the same person no longer silently restores what they had before. Inbox filtering still runs on widgets: a brand grant is expanded into that brand's chat widget, so a brand with no widget adds nothing to what an agent sees here.
Related Articles
AI Tools
Use intelligent AI features to generate responses, create summaries, and improve message quality.
Chat Actions
Access dropdown actions for leaving, transferring, closing chats, and marking them as read.
Editing Visitor Information
Update visitor details and custom fields directly from the conversation sidebar.
Visitor Memory
The AI-built profile of each visitor — view, edit, and regenerate what the AI remembers across conversations.
Inbox Sidebar Actions
Manage visitor interactions with rating requests, transcript emails, and ban/unban controls.
Getting Started
- Open Communications → Inbox in the left-hand menu to access your conversations
- Choose your preferred category (My Inbox, All, Unassigned, Calls) to focus your view
- Use the search bar to find specific conversations by message content, visitor name, or agent
- Click on any conversation to open it and begin responding
- Use the widget filter dropdown to focus on specific chat widgets — it lists only the widgets of brands you have been granted, and each row shows the brand's icon where one is set
The inbox is designed to scale with your team's needs, providing efficient conversation management whether you're handling a few chats or managing a large support operation.