Skip to main content The Inbox provides centralized access to all conversations initiated with your agent(s) across multiple channels. It enables businesses to monitor, analyze, and manage customer interactions in real-time.
Core Capabilities The Inbox enables businesses to:
View conversations across all channels - Access chats, calls, SMS, and form submissions in a unified interfaceFilter conversations by interaction type - Display only conversations where users have interacted (excludes bot-only conversations)Search and navigate conversations - Quickly locate specific conversations using the built-in search functionalityMonitor conversation status - Track active conversations, human intervention requests, and performance qualificationsAccess conversation history - Review conversations ordered by most recent activity (last_seen_at)Link conversations to contacts - Automatically associate each conversation with visitor contact profilesTrack conversation metadata - View conversation type, associated agent, linked form, and timestampsReview AI-generated summaries - Access automatically generated conversation titles and summaries (when enabled)Monitor token usage - Track total tokens used and maximum token limits per conversationIdentify qualified conversations - Flag conversations with performance records for priority handling
Conversation Types The Inbox supports multiple conversation types:
Chat - Standard messenger widget conversationsCall - Voice call interactions with duration trackingSMS - Text message conversationsForm - Form-based submissions linked to specific team forms 
