Inbox and conversations

Your Inbox holds every conversation your AI has, across every channel you have connected. It is where you check quality, and where you step in when a customer needs a person.

Reading a conversation

Open any conversation to see the full exchange. The details panel next to it shows the context your AI had:

• who the visitor is (or Anonymous if they never gave a name)
• whether they are Online now, or when they were last seen
• Pages visited on your store before and during the chat
• whether a lead was captured, or an order question was involved

Conversations are marked so you can scan them: Order inquiry, Lead captured, Handed Off.

That page history is often the fastest diagnosis of a bad answer. A visitor sitting on a product page while the AI talks about something else tells you exactly what went wrong.

Taking over

Click Take Over to step into a conversation yourself. Your AI stops answering, the customer is told a person has joined, and you type directly.

When you are done, the conversation can be Returned to AI so it keeps handling follow-ups.

See Human handoff and WhatsApp for handling this from your phone.

Statuses

Conversations move through states — Active, Handed Off, Resolved, Abandoned, Reopened — so you can see at a glance what still needs attention.

You can define your own statuses to match how you work at Conversation statuses. Use few and use them consistently; a status nobody sets is worse than none.

Labels

Labels are for themes rather than progress: sizing, delivery complaint, wholesale request, bug.

Labels are how you turn support into product insight. After two weeks of labelling you can see which question dominates, and whether the answer belongs in your knowledge base, on a product page, or in a fix to the shop itself.

Archiving

Archive a conversation to take it out of the active list without deleting it. Unarchive brings it back. Archived conversations stay searchable and still count in your reporting.

Filtering by channel

If you have more than one channel connected — widget, email, WhatsApp — you can filter the inbox per channel, or look at everything together. Same brain, same customer history, one list.

The daily summary email

Each morning you get a short email with the previous day's chats per store, so you can scan them without opening the dashboard. It counts only real visitor conversations — your own test chats, our smoke tests and traffic we classify as automated bots are left out, so the numbers match what your customers actually did.

Two lines deserve a precise reading:

• Handled without your team — conversations where nobody from your side was pulled in. That is a workload number, not a quality score: it says no human was needed, not that every answer was right. Open a few conversations to judge the answers themselves.
• Contact details captured — unique people who left a way to reach them. A visitor who comes back three times counts once.

Conversations that need attention lists the handoffs nobody closed yet, and tells you per conversation whether you can still reply by email or whether no contact details were captured. Times in the email are shown in UTC.

What to look at each week

• Conversations marked Handed Off: did a person have to step in, and why?
• Conversations that ended without resolution: what was missing?
• The answers that made you wince: fix them with Improve this answer — see Train your AI

Ten minutes of reading beats an hour of guessing at settings.