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Inbox Overview

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What is the Inbox?

Your Inbox is like the main control center for all customer conversations. It’s where you can see, manage, and respond to every message from customers across all your communication channels (WhatsApp, website chat, etc.). Think of it like your email inbox, but for customer service conversations with your AI agent.

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What You Can Do in the Inbox

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See All Customer Conversations

• View all messages between customers and your AI agent
• See conversation history - every message from start to finish
• Check customer details - who they are, contact info, previous conversations
• Monitor agent performance - see how well your AI is helping customers

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Manage Conversations

• Take over from your AI agent when needed
• Assign conversations to team members
• Close completed conversations to keep things organized
• Add notes or comments for your team
• Filter and search to find specific conversations quickly

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Help Your Customers Better

• Step in when AI needs help - take over complex situations
• Send manual messages when personal touch is needed
• Track customer satisfaction - see if customers are happy
• Resolve escalated issues that require human attention

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How the Inbox is Organized

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Left Side: Conversation List

What you see: A list of all customer conversations Each conversation shows:

• Customer name (or phone number if name not available)
• Last message preview - snippet of the most recent message
• Time stamp - when the last message was sent
• Status indicators - new, open, closed, or assigned
• Unread message count - how many new messages

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Middle: Conversation Messages

What you see: The full conversation between customer and your AI agent Features:

• All messages in order - see the complete conversation flow
• Message timestamps - when each message was sent
• Sender identification - clearly see who sent what (customer, AI agent, or team member)
• Message status - delivered, read, etc.

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Right Side: Customer Information

What you see: Details about the customer you’re currently viewing Information includes:

• Contact details - name, phone, email
• Customer history - previous conversations, notes
• Tags and categories - how you’ve organized this customer
• Conversation actions - buttons to assign, close, or manage the conversation

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Types of Conversations You’ll See

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New Conversations

What they are: Fresh conversations that just started What to do: Usually let your AI agent handle them, but keep an eye out for complex issues

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Active Conversations

What they are: Ongoing conversations between customers and your AI agent What to do: Monitor for any issues or times when you might need to step in

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Assigned Conversations

What they are: Conversations assigned to specific team members What to do: If assigned to you, handle them personally. If assigned to others, let them manage.

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Closed Conversations

What they are: Completed conversations where the customer’s issue was resolved What to do: Review them occasionally to see how well your AI agent performed

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When to Step In

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Your AI Agent is Doing Well When

• Customers get quick, accurate answers
• Issues are resolved without escalation
• Customers seem satisfied with responses
• Conversations end naturally

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You Should Step In When

• Customer seems frustrated or asks for human help
• AI agent can’t understand what customer wants
• Complex issues that need human judgment
• Customer has complaints that need personal attention
• Technical problems that AI can’t solve

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How to Take Over

1. Click on the conversation you want to handle
2. Look for “Take Over” or “Assign to Me” button
3. Start typing your message - the AI will step back
4. Handle the customer issue personally
5. Close or reassign when done

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Keeping Your Inbox Organized

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Useful Filters

• New messages - see what needs immediate attention
• Assigned to me - conversations you’re personally handling
• Unread - messages you haven’t seen yet
• Date ranges - find conversations from specific time periods
• Customer tags - find conversations with specific types of customers

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Best Practices

• Check inbox regularly - stay on top of customer needs
• Let AI handle routine - don’t take over unless necessary
• Close completed conversations - keep your list manageable
• Use notes and tags - help your team understand customer context
• Monitor AI performance - look for patterns where AI struggles

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Understanding Conversation Status

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Status Types

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New

What it means: Customer just started a conversation What happens: AI agent automatically responds Your action: Usually none needed - just monitor

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Open

What it means: Active conversation in progress What happens: AI agent and customer are exchanging messages Your action: Watch for any issues that need human help

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Assigned

What it means: Conversation is assigned to a specific team member What happens: That person handles it personally Your action: Handle if assigned to you, otherwise leave alone

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Closed

What it means: Conversation is complete and resolved What happens: No more automatic responses Your action: Can reopen if customer contacts again

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Benefits of Using the Inbox

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For Your Business

• Never miss customer messages - everything is in one place
• Better customer service - quick response times and personal attention when needed
• Team coordination - everyone knows who’s handling what
• Performance insights - see how well your AI agent is working

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For Your Customers

• Faster responses - AI handles simple questions immediately
• Human help available - you can step in for complex issues
• Consistent service - conversation history keeps context
• Professional experience - organized, efficient communication

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For You

• Peace of mind - you can see everything that’s happening
• Time savings - AI handles routine questions while you focus on important issues
• Better insights - understand your customers’ common questions and problems
• Easy management - simple tools to organize and respond

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Getting Started Tips

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First Time Using the Inbox

1. Explore the interface - click around to see how it works
2. Watch your AI in action - observe how it handles customers
3. Try taking over a simple conversation - get comfortable with the process
4. Practice using filters - learn to find what you need quickly
5. Set up a routine - decide how often to check the inbox

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Daily Inbox Routine

1. Morning check - see what happened overnight
2. Monitor throughout the day - especially during busy periods
3. Handle escalations quickly - don’t let frustrated customers wait
4. End-of-day review - close completed conversations and prepare for tomorrow
5. Weekly review - look at patterns and AI performance

Remember: The inbox is your window into customer service. Your AI agent does most of the work, but you’re there to ensure every customer gets the help they need!