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 organizes conversations into four main 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
Visitors
A real-time view of website visitors currently online with your chat widget. This allows you to proactively initiate conversations with potential customers.
- Purpose: Monitor website activity and initiate outreach
- Shows: Live visitors browsing your site with chat capability
- Best for: Proactive customer engagement and sales opportunities
Key Features
The inbox provides powerful tools to manage conversations effectively:
- Real-time Updates: Conversations update instantly as new messages arrive
- 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
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.
Inbox Sidebar Actions
Manage visitor interactions with rating requests, transcript emails, and ban/unban controls.
Getting Started
- Navigate to Dashboard → Inbox to access your conversations
- Choose your preferred category (My Inbox, All, Unassigned) 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 conversations from specific chat widgets
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.