Inbox
Open Inbox to review customer messages from your connected channels. Select the correct company first; visibility depends on your permissions and the conversation's access rules.
Find a conversation
Use the conversation list to identify the customer, channel, and recent activity. Select Search conversations to search by name or message. Use the sort menu and direction button to order the list. Select a conversation to open its message history; scroll upward to load older messages.
The information control opens conversation context and recorded AI analysis, such as intent, lead score, emotion, recommendations, and topics. These are generated signals to review alongside the actual messages.
Reply as a team member
- Open the conversation and review its history.
- Select Take over and confirm Take over conversation.
- Type your reply or add a supported attachment, then send.
- When appropriate, select Return to AI and confirm.
The composer blocks human messages while AI is enabled. Typing or pressing Send does not automatically take over the chat. See Human Handover.
Review delivery
A saved message is not proof that the customer received or read it. Delivery and read indicators depend on the connected channel and provider updates. If a reply fails, check its status and the channel connection before sending a duplicate.