In short
- Needs attention comes first.Handoffs, unanswered visitors and disliked answers are gathered in one view with a count.
- Updates as it happens.New messages and status changes appear without reloading the page.
- Search and filter quickly.Search the text of every conversation and filter by status, agent or who is handling it.
- The full story in one pane.Transcript, cited sources and the handoff summary sit side by side.
When an AI agent talks to your visitors, you want to know what it says, and you want to know fast when someone needs a person. The live inbox gives your team one place for both: every conversation from every agent, with the ones that need you pulled to the top.
Start with what needs you
The inbox opens on a view called Needs attention, and the tab shows how many conversations are waiting. A conversation lands there for one of three reasons: a visitor asked for a person, a visitor's message has no real answer yet, or a visitor gave an answer a thumbs down. When everything is handled, the view says so, and you can switch to All to browse the rest.
The same count appears next to Conversations in the sidebar, so you notice waiting visitors from anywhere in the dashboard.
Find any conversation
Search looks through what was said in every conversation, and through your contacts. Filters narrow the list further, and they are kept in the page address, so you can bookmark a view or send it to a colleague.
- Status: open, escalated, resolved, unresolved or failed.
- Handled by: the agent or a person.
- Agent: when you run more than one agent.
- Search: words from the conversation or the visitor's details.
Everything about one chat, side by side
Open a conversation and you see the full transcript, with the sources the agent cited under each answer. If the visitor asked for a person, a handoff card at the top shows the reason, a short summary, what the visitor wants and their mood. A side panel shows what you know about the person, with a link to their profile and their other conversations.
Each conversation also shows how many AI credits it used, so you can see what a chat costs without leaving the inbox.
Act without leaving the page
From the same pane you can resolve a conversation or reopen it, and take it over, reply and hand it back to the agent. You see when the visitor is typing and when they have read your reply. Keyboard users move with J and K, open with Enter and resolve with E.
What happens to quiet conversations
Chats the AI handles close themselves after 30 minutes without a message. If the last answer was a good one, the conversation is marked resolved. If the AI could not answer, or the visitor disliked the answer, it is marked unresolved, so you can find those later. A conversation never closes while the visitor is still waiting for a reply, while a person handles it, or after a handoff. If the visitor writes again, it opens again.