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The inbox

Every chat from your website, storefront, or checkout lands in one place: the Inbox. It is a shared workspace for your team to answer customer messages, with the customer's full history right beside the conversation. New messages arrive in real time.

The conversation list

The left side lists your conversations. At the top you switch between views:

  • Open: conversations that need attention.
  • AI: conversations currently being handled by the AI agent. See AI in the inbox.
  • Closed: conversations you have finished with.
  • Priority: conversations you have starred as important.

You can also filter by who owns a conversation, using All, Mine, or Unassigned, and filter by tag. Each conversation in the list shows the visitor, a preview of the last message, an unread count for new messages, and a star if it is marked priority.

Working a conversation

Click a conversation to open it in the middle pane, where you see the full message history and a composer at the bottom.

  • Reply: type in the composer and send. The customer gets it in their chat widget.
  • Internal notes: switch the composer to note mode to write a private note ("Write an internal note..."). Notes are visible only to your team, never to the customer, and are handy for context or handoffs.
  • Attachments: attach a file or image to a reply.
  • Saved replies: insert a canned response from your library for common questions. See Saved replies.
  • Close and reopen: close a conversation when it is resolved, and reopen it if the customer writes back.

Assignment

Conversations can be assigned to a specific teammate so it is clear who is handling what. Set the Assignee from the conversation's side panel. Combined with the Mine and Unassigned filters, this lets each person work their own queue and pick up anything that has not been claimed yet.

Snoozing

If a conversation cannot be dealt with now, Snooze it to hide it until later. You can snooze for 1 hour, 3 hours, until Tomorrow, or until Next week. It comes back to your Open view when the time is up, so nothing slips through the cracks.

Tags

Tag conversations to label them by topic, such as refunds or shipping. Add or remove tags on a conversation, and use the tag filter on the list to see just the conversations with a given tag. This helps you organize and spot patterns in what customers are asking about.

Customer context

The right side panel shows who you are talking to and their history with you, so you have context without leaving the conversation. It shows the customer's identity, their total spent, their number of transactions, and their subscriptions, along with recent transactions and subscriptions you can open. A View profile link jumps to their full customer profile.

Because their spend and history sit right next to the chat, you can answer with full context, for example seeing a customer's recent order while they ask about it.

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