Chat inbox
Conversations, channels, filters, and human takeover.
Chat is the unified inbox for all conversations tied to the selected agent, including the website widget and connected integrations.
Conversation list and filters
Browse threads and use filters such as all, unread, human, and archived to match how your team triages work. Search and sorting help when volume grows.
Channels
Threads can originate from different surfaces, for example:
- Website widget — Visitors using the embedded chat on your site.
- Facebook Messenger, Instagram, WhatsApp, Telegram — When those integrations are connected and entitled on your subscription.
The UI indicates the source so you can adapt tone or compliance by channel.
Human mode (team takeover)
When human mode is active for a conversation, your replies go out as the team instead of the AI continuing automatically—useful for escalations or sensitive topics. Behavior can depend on channel capabilities; widget conversations support the standard takeover flow in the product.
Messages and roles
You will see messages from the visitor, the assistant, and team members. That history is the source of truth for what was promised or explained to the customer.
Customers
For agents where you have access, Customers links customer records and merge tools to conversations. Use it when you need CRM-style context beyond a single thread.