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The Inbox is where you read every chat your bot has with visitors. It has two panels: the conversation list on the left, and the full transcript of the selected chat on the right. New messages land here as they happen – you never have to refresh.

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What each chat shows

Pick a chat in the list and the transcript opens on the right – every message, in order, from the first Welcome bubble to the latest reply. Alongside the transcript you can see useful context about that visitor:
A travel agency watching for new bookings can scan the list for chats with a captured email and an unread marker – those are fresh leads to follow up on.

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Find and read a chat

1

Open the Inbox

From your agent’s dashboard, open the Inbox tab. Every chat for that agent appears in the list on the left, newest activity first.
2

Pick a chat

Click any chat in the list. Its full transcript opens on the right, and the chat is marked read for you.
3

Read the transcript

Scroll the transcript to see the whole back-and-forth between the visitor and your bot. New messages on an open chat appear live, with no refresh.

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Reply as a human

You don’t have to leave every chat to the bot. When a visitor needs a real person, you can step in and reply yourself.
1

Open the chat

Select the chat in the Inbox so its transcript is on the right.
2

Type your reply

Use the reply box below the transcript and send your message. The chat shows a Support agent joined note, and your bot pauses for that one chat.
3

Hand it back when you're done

Click Return to AI to let your bot take over that chat again.
Stepping in is owner-initiated – your bot never hands a chat off on its own. You turn it on per agent first; see Human Handoff for the full setup and flow.

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Close and reopen

Each chat has Close and Reopen actions. Close a chat once it’s handled to keep your list tidy; reopen it later if the visitor comes back or there’s more to do.

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Next steps

Reply as a human

Turn on human handoff and learn exactly how pausing your bot works.

Tags

See how chats get labeled automatically and how to add your own tags.