The inbox brings conversations from connected customer channels into one place.
Open an agent and select Inbox.
Find a conversation
Filter by website, Messenger, Instagram, email, LINE, Assistant, starred, or archived. Select a conversation from the sidebar to load its history.
The header shows conversation controls. Depending on its state and your role, you can star, archive, restore, pause, resume, label, reply, or delete.
Understand messages
Messages identify the customer, AI agent, or human sender. Channel labels show where a reply was delivered. Attachments can include images, audio, video, or files; expired third-party media may no longer be available.
Use Sources on an agent reply to see which trained knowledge supported it. If the source does not justify the answer, correct the knowledge and retest.
Daily review routine
- Review paused, starred, and pending follow-up conversations.
- Check automatic labels and correct them when needed.
- Reply to customers waiting for a person.
- Archive completed conversations.
- Turn repeated questions or corrected answers into improved knowledge.
Permanent deletion removes the conversation. Archive completed work when you may need the history later.
