Core Capabilities
The Inbox enables businesses to:- View conversations across all channels – Access web chats, calls, SMS, forms, emails, Slack and Microsoft Teams threads, social messages, and app conversations 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, 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, 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.
Conversation Types
The Inbox supports multiple conversation types:- Web - Messenger widget conversations on your website
- Call - Voice call interactions with duration tracking
- SMS - Text message conversations
- Form - Form-based submissions linked to specific team forms
- Email - Conversations on your email channels
- Slack and Teams - Threads with your agents in Slack and Microsoft Teams, grouped as Workspace in the filters
- Messenger, Instagram, and TikTok - Direct messages on your social channels
- App - Conversations started through the Apps API