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Click Inbox in the sidebar. It shows conversations from your website chat, WhatsApp and email.
The Inbox with the Waiting folder selected, a list of two waiting conversations, an open WhatsApp conversation with a Take over button, and the customer panel on the right.

The Inbox, with sample data: folders and channels on the left, the open conversation in the middle, the customer panel on the right.

Folders

Each folder shows how many conversations it holds.
  • Waiting: the customer asked for a person and nobody has taken the chat yet.
  • Mine: chats you’re handling, or that are waiting for you.
  • AI handling: the AI agent is answering.
  • Resolved: finished conversations. A website chat closes by itself after 10 minutes without activity. WhatsApp and email conversations close quietly after 24 hours.
  • All: every conversation.
Under Channels, pick All channels, Website chat, WhatsApp or Email. A Tags list lets you show only conversations with one tag. Search finds a conversation by the customer’s name, email or phone, or by words in its messages. On a phone, the folders open from the filter button above the list.

The conversation list

Each conversation shows the customer, the last message, the channel and who is handling it. A dot means the customer is waiting for a reply. For a chat in Waiting, a clock shows how long it has waited. It turns red once the wait passes your live chat reply target (5 minutes unless you changed it). See Reply-time targets.

Take over and reply

Open a conversation. The status at the top tells you who is answering: Waiting for you, Waiting for , AI handling, You’re handling, is handling or Resolved.
  • To answer yourself, click Take over. This works on chats waiting for a person and on chats the AI is handling. Owners and admins can also take over a chat a teammate is handling.
  • Choose Reply to visitor (sent to the customer in the widget, on WhatsApp or by email) or Internal note (only your team sees it), then click Send or Add note.
  • Type / in the reply box to pick a saved reply. See Saved replies.
  • On a paid plan or the 7-day trial, Suggest reply writes a draft from your knowledge and the chat. Read it and edit it before you send.
  • If a reply can’t be sent, it stays in the chat marked Not sent. Click Retry to send it again, or Discard.
Keyboard shortcuts: J and K move to the next and previous chat, A takes over, R moves you to the reply box and E marks the chat resolved.
The reply box with a slash typed and a list of saved replies such as /greet, /close, /refund and /shipping above it.

Typing / in the reply box lists your saved replies.

Saved replies

Saved replies are short answers your whole team can reuse. Owners and admins manage them under AI agent → Team inbox → Saved replies. Each has a shortcut (for example greet), a name and the text. Use {{customer_name}} and {{agent_name}} in the text; the Inbox fills them in. Until you add your own, your team sees a set of starter replies.

Finish a conversation

When you’re handling a chat, these actions show above the messages. On a narrow screen, Resolve shows and the rest sit under More actions for this chat.
  • Hand back to AI: the AI agent answers this customer again. The chat moves to AI handling. Not available on email conversations, which the AI doesn’t answer from the Inbox.
  • Mark resolved: end the conversation. It moves to Resolved.
  • Transfer: pass the chat to a teammate, with an optional note.
  • Convert to ticket: create a ticket from the chat. A Ticket # link then opens it.
  • Summarize: a short summary of the conversation shows in a card above the messages. Close it with Dismiss summary, or click Try again if it couldn’t be made.
See Live chat for how chats reach your team. Live chat is part of the Pro plan (and the 7-day trial).

The customer panel

The panel on the right shows who you’re talking to. Use Edit customer details to change the name, email, phone and company. Sections you can open or close:
  • Linked: the person’s lead and tickets. View contact opens their contact page, and Merge with… joins a duplicate record.
  • Customer tags, Conversation, Live chat handoff (reason, priority and who took over), Custom fields, Previous conversations, Visit details (channel, browser, IP address), Feedback and ratings and Activity.

Your status and notifications

Set your status (Online, Away, Busy or Offline) from the Inbox. Only online teammates get new chats. If customers can’t reach your team, the status button says offline to customers and tells you why. While the Inbox is open, you get an alert and a sound when a chat is waiting or assigned to you. Choose Turn on desktop alerts to also get browser notifications. To hear about waiting chats when you’re away, go to Settings → Account → Email alerts. A customer is waiting emails you when a chat has waited 3 minutes for a person and you’re away or offline. Daily summary sends a morning email with chats waiting and overdue tickets.
The Inbox status menu open with Online, Away, Busy and Offline, and a New live chat alert saying a live chat was assigned to you.

The status menu (Online, Away, Busy, Offline), and the alert you get when a chat is assigned to you.