Conversations inbox
Read live conversations across every channel, take over from the bot, resolve threads, and see handoffs as they happen.
The Conversations inbox is your live view of every chat, across every channel and agent. Watch the bot work, jump in when you want to, and close out threads.
The list
Conversations are organized into tabs:
Prop
Type
Filter by agent and channel, and search by visitor name or conversation summary. Each row shows the visitor, the channel, the agent, an unread count, a preview of the last message, and any completed-order total. The list updates in real time.
The conversation view
Open a conversation to see the full thread — the visitor's messages and the agent's replies, including rich content like product cards, payment and booking cards, tracking, images, and voice clips. Scroll up to load older messages. Read receipts (✓✓) show when a message has been seen.
Taking over
Pause the bot
Toggle Bot replies off to take over. The agent stops replying and you handle the conversation yourself.
Reply as a human
Type in the composer and send. You can attach images too. The visitor sees a typing indicator while you write.
Hand back or resolve
Toggle the bot back on to return control, or mark the conversation resolved when you're done.
Status
A conversation is open, handoff (flagged for a human), or resolved. You can also archive a conversation to hide it until the visitor writes again, or delete it.
How handoff appears
When a handoff rule fires or the agent escalates, the conversation flips to handoff: the bot stops replying and the thread is flagged for you. On the visitor's side, the widget shows a "connecting you to a team member" state. Pick it up from the inbox and reply directly.
Everything is live. New messages, read receipts, typing indicators, and handoffs all update the inbox in real time — no refresh needed.