Manage all your customer communications in one place
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 from a single workspace that mirrors the dashboard layout (left sidebar for navigation, right pane for detailed chat view).
View conversations across all channels – Access chats, calls, SMS, and form submissions in a unified interface.
Search and filter – Use the global search box for keyword lookups and apply label-based filters to zoom in on specific intents; active filters are shown as removable chips.
Monitor conversation status – Badges highlight when a user requested human assistance, when the conversation was qualified via performance tooling, or which agent handled the exchange.
Access conversation history – Conversations are ordered by last activity (last_seen_at) with timestamps rendered as “time ago” to quickly judge recency; infinite scroll loads older threads.
Link conversations to contacts – Each row shows the recognized contact name (when available) plus a shortcut badge to jump into the contact profile.
Track conversation metadata – Sidebar pills show conversation type (Chat, Call, SMS, Form), associated agent, contact, and applied labels for quick triage.
Review AI-generated summaries – When summaries are enabled, the list uses the AI-generated title/summary pair so you can understand the topic without opening the conversation.
Monitor requests for help – Human-required conversations display a concierge badge both in the list and in the chat toolbar, making escalations easy to spot.
Call - Voice call interactions with duration tracking
SMS - Text message conversations
Form - Form-based submissions linked to specific team forms
Each type appears with an icon and label in the sidebar so agents can instantly distinguish the source of a thread. Filters respect all channel types, allowing teams to focus on the handoffs that matter most.
