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The Inbox is where all conversations with your visitors land. You can read threads, reply as a human, close conversations, and see captured leads - all in one place. Find it under Inbox in the sidebar. The unread badge on the sidebar updates in real time - no refreshing needed.
Inbox

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Conversation statuses

Every conversation is either Open or Closed.
  • Open - the conversation is active. The reply composer is available, and the thread can receive new messages.
  • Closed - the conversation is archived. The thread is read-only; there’s no reply box. You can reopen it at any time.
Use the Open and Closed tabs at the top of the conversation list to switch between them. New conversations always start as Open.

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Unread tracking

A blue dot next to a conversation means there’s something new that needs your attention. Conversations are marked unread when:
  • The AI escalates the conversation to a human
  • A visitor sends a message in an already-escalated thread (one that a human is handling)
  • A visitor submits their contact details via the lead capture form
Clicking a conversation marks it as read.
The conversation list is sorted by most recent activity - the latest message or event rises to the top. Search the current tab by typing in the search bar. The query needs to be at least 3 characters. Search looks through message content in the active tab (Open or Closed). You can deep-link directly to a conversation - the URL updates to ?conversationId=... when you select a thread, so you can bookmark or share a specific conversation.

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Human takeover

When a conversation needs a human touch, you can jump in and reply directly from the inbox. This works regardless of whether the Human Escalation tool is enabled on the agent. How it works:
  1. Open an escalated conversation (or any open conversation you want to take over)
  2. Type your reply in the “Reply as human agent” composer at the bottom
  3. Hit Send Reply
Your first human reply automatically puts the conversation into human-handling mode - the AI stops generating responses, and the visitor sees your messages in real time. An “Escalated” badge appears in the conversation header. Once a conversation is in human-handling mode, it stays that way until it’s deleted or the visitor starts a new conversation. Closing and reopening the conversation doesn’t reset the escalation state.
Viewer note: Viewers can read conversations but can’t send replies, close threads, or delete conversations.

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Conversation actions

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Close and reopen

Click Close in the conversation header to archive a thread. The conversation moves to the Closed tab and the reply composer disappears. Click Reopen to bring it back to Open. You need Editor or Owner access to close or reopen conversations.

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Delete

Open the menu (⋯) in the conversation header and choose Delete. A confirmation dialog shows the conversation title and message count before you confirm - deletion is permanent and can’t be undone.

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Reply as human

Type in the reply composer and click Send Reply. The composer is only available on open conversations. Messages have a maximum length of 5,000 characters.

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Leads in the inbox

When a visitor submits their contact details through the lead capture form, their name and email appear in the conversation header - replacing the generic “Anonymous visitor” label. What you’ll see:
  • Name and email in the conversation header (name as the title, email as the subtitle)
  • Initials avatar generated from the lead’s name or email
  • Lead capture context - a collapsible section in the thread showing the brief context the AI noted when it offered the form (e.g. “visitor asked about a demo”)
If no lead details exist yet, the conversation is listed as “Anonymous visitor”.

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Playground vs widget conversations

A small flask icon (🧪) next to a conversation means it came from the Playground - the built-in test chat you use to try your agent before going live. Conversations without the icon came from your embedded widget on your site. Both types land in the same inbox and behave identically. The icon is just a handy visual cue so you can tell your own test conversations apart from real visitor conversations.
Next up: Integration → Widget & Playground - get your embed code, test your agent live, and share a public chat link.