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The Inbox is where your team reads chats the AI has had, across web, Facebook Messenger, Instagram, and email (when those channels are turned on).
Find it in your dashboard under Inbox.

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Filters

You can narrow down the list with these filters:
  • Unread chats only.
  • Leads: chats where the AI captured contact details.
  • Live Chat: chats where a human took over.
  • Facebook, Instagram, Email: only show chats from that channel.
  • Assignee: chats owned by you, by a specific teammate, or not yet assigned to anyone. See Assignment.
  • Urgent Priority, Normal Priority, Low Priority: by the priority the AI gave the chat.
  • Test: chats marked as test.
You can also search by name, email, or phone, and view archived or spam chats.

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What you see in a chat

Click any chat in the list to see:
  • The full message history.
  • The customer’s name, email, or phone (if collected).
  • The channel and the widget the chat came from.
  • A side panel showing lead details and live chat status.
See Live chat for how to take over a chat as a human agent.

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Assignment

Assign a chat to a teammate so everyone knows who owns it, and nobody answers the same customer twice.

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Assign a chat

  1. Open the chat you want to hand over.
  2. In the side panel, open the Assignee selector.
  3. Pick a teammate. Use Search teammates if your team is long.
Their avatar appears on the chat’s row in the list straight away, so you can see who owns what without opening anything. To hand a chat back, choose Unassigned.

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Work your own queue

Use the Assignee filter at the top of the inbox to narrow the list down to one person:
  • Assigned to me: your own queue.
  • Unassigned: chats nobody has picked up yet.
  • Any teammate, so a team lead can check on one agent’s workload.

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Who you can assign to

You can only assign chats to active members of your team. Someone who has left your team, or who no longer holds a seat, doesn’t appear in the selector, and any chat they already owned stays with them until you move it.
Assigning a chat doesn’t notify the assignee.

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Assignment and live chat

Ownership and live chat are separate. Assigning a chat doesn’t start a live chat, and the owner stays in place after a live chat session ends. Taking over a chat in live chat does set ownership, but only when nobody owns it yet: you are assigned automatically, and a chat that already has an owner keeps that owner.