The team inbox

Conversations is where your team sees every chat as it happens, takes over when the agent hands off, and closes conversations. It has three panes: the inbox list, the conversation, and the visitor's details.

The inbox list

• Filter by All, Unresolved, Escalated or Resolved. Your choice is remembered in the browser.
• Each row shows the visitor's name ("Visitor" until they share one), a country flag guessed from their timezone, how long ago the conversation started, a preview of the last message, and a status dot: red for unresolved, yellow for escalated, green for resolved.
• Rows are ordered by when the conversation started, newest first, and load ten at a time as you scroll.

Statuses

The status button at the top right cycles Unresolved → Escalated → Resolved → Unresolved on each click. To hand an escalated chat back to the agent, click through to unresolved. See Human handoff and escalation for when the agent changes the status itself.

Replying as a person

Type in the box at the bottom ("Type your response as an operator...") and press Enter to send; Shift+Enter adds a line. Replying to an unresolved conversation escalates it automatically, so the agent does not talk over you. Messages can be up to 4,000 characters, and you cannot reply in a resolved conversation.

Your reply appears live in the visitor's widget with the same avatar as the agent, so introduce yourself in the first line.

Enhance

The wand button labelled Enhance rewrites your draft with AI: it fixes grammar and improves clarity while keeping your facts and tone, and it never adds markdown. The improved text replaces your draft, and you can still edit it before sending.

The visitor panel

The right pane shows what is known about the visitor:

• Name and email. The email appears once the visitor verifies it or gives it while booking a meeting. A Send Email button opens your mail client when an email is known.
• Device information: browser, operating system, device, screen and viewport size, cookies.
• Location and language: country inferred from the timezone, language, timezone and UTC offset.
• Session details: when the visitor's session started.

Satisfaction votes

After a conversation is resolved the visitor sees "How was this conversation?" with 👍 and 👎. Votes are not shown on the conversation itself; they feed the sentiment card in Analytics.

Conversations from another workspace

If a colleague sends you a link to a conversation that belongs to a workspace you are not currently viewing, the page says so and asks you to switch workspaces from the sidebar.