What is the inbox?
The inbox is your central workspace for every customer conversation — live chat from your website widget, email, Instagram, Facebook Messenger, and voice calls. Every incoming message lands here regardless of which channel the visitor used.
The four inbox views
Along the left side of the inbox you'll see four navigation tabs. Each shows a different slice of your conversation list.
| View | What it shows |
|---|---|
| My Inbox | Only conversations assigned to you. This is your personal queue — start here each day. |
| All | Every conversation in the workspace, regardless of assignment. Useful for team leads and admins who need full visibility. |
| Unassigned | Conversations that haven't been picked up by any agent yet. Check this to grab new conversations quickly. |
| Visitors | People currently browsing your site with the widget loaded — but no active conversation yet. You can start a proactive chat from here. |
The conversation list
The conversation list occupies the left panel. Each row shows the visitor's name (or email), a preview of the last message, the channel badge (chat bubble, email envelope, Instagram camera, and so on), and a timestamp. Unread conversations appear with a coloured dot.
Click any row to open the conversation in the message pane.
The message pane
The message pane is the central area where you read and reply to a conversation. It contains:
- Message thread — the full history of messages between the visitor and your team, in chronological order. Private notes appear with a distinct background and are never shown to the visitor.
- Input bar — type your reply here. The toolbar above the input bar gives you access to attachments, emoji, formatting, AI tools, translation, saved replies (templates), and the public/private toggle.
- Chat actions menu — the three-dot or dropdown menu at the top of the pane lets you leave, transfer, or close the conversation, and search through message history.
The sidebar
The sidebar sits to the right of the message pane. It shows information about the current visitor and offers quick actions:
- Visitor details — name, email, location, browser, device, and any custom fields your team has set.
- Conversation assignment — the dropdown to assign the conversation to yourself or a teammate.
- Recent events — a timeline of what the visitor did on your site before and during the conversation.
- Sidebar actions — Ask for Rating, Send Transcript, Ban/Unban Visitor.
Filters and search
Use the search bar at the top of the conversation list to find conversations by message content, visitor name, or assigned agent. Search requires at least 3 characters and updates results as you type.
Below the search bar, the widget filter dropdown lets you scope the list to a specific chat widget — useful if your organisation runs multiple widgets for different products or teams.
You can also filter by channel — for example, show only Instagram conversations or only email threads — using the channel filter next to the widget selector.
Widget access scoping
Admins can restrict which widgets each agent can see. If scoping is enabled, you'll only see conversations, unread counts, and notifications for widgets you've been granted access to. Owners and admins always see everything. Contact your admin if you think you're missing conversations.
What's next
Now that you know your way around, see how to reply to a conversation to start responding to customers.