Inbox overview

The Inbox is one list of every conversation that needs a person, from every channel: the website widget, WhatsApp, Messenger, Instagram, Slack, SMS, email, and phone voice transcripts.

Filters

You can also search the list and filter by tag — the tags come from the workspace's own handoff tags, so the filter list matches what your team actually uses.

Each row carries the channel it arrived on, how long it has been waiting, and — when a service level is configured — an SLA chip. See SLA and escalation.

The list is live

The inbox refreshes in place over a live stream. New handoffs appear, claims show up, closes disappear, and the wait timers tick — with no page reload. A claim appears immediately on the claiming agent's screen and on every other open inbox, which is what stops two people grabbing the same thread.

Who can work the inbox

Every active member can claim and reply, including viewers. Viewers are read-only for configuration but are full agents in the inbox — that is the role to give a support agent who should not be able to change chatbot settings. See Chatbot settings for the wider role rules.

What lands here, and what does not

A conversation reaches the inbox when a human is needed:

• the visitor asked for a person,
• the agent escalated the conversation itself,
• a message arrived on a channel where AI replies are switched off,
• a new inbound email arrived (email is human-first by default).

Ordinary AI-answered conversations do not queue here. You can still read them all in the conversation history — see Analytics overview.

Where to go next

• Claim and reply
• Statuses and resolve
• Real-time and notifications