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 with two selects in the header: assignee (All, Mine, Unassigned) and status (All, Unresolved, Escalated, Resolved). They combine, and both choices are remembered in the browser. When nothing matches, the list says "Nothing matches these filters" with a Clear filters button.
• Include test chats shows conversations from the Test the agent drawer, which are hidden by default. The download icon next to it is Export CSV.
• 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.

Assignment

Assigned to in the conversation header lists every workspace member, with "(you)" after your own name, plus Unassigned. Pick a teammate and they receive an email with the subject "<your name> assigned you a conversation in <workspace>" and a link that opens the conversation, switching them into the right workspace if they belong to several. Assigning a conversation to yourself sends no email. Toasts confirm "Assigned to you", "Assigned to <name>" or "Conversation unassigned".

Assignment is a label for your team: everyone can still read and reply. Use the Mine filter as your personal queue and Unassigned to find conversations nobody has picked up. Conversations from before this feature existed show as unassigned.

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 under your display name, with an avatar made of your initials in your brand color, so there is no need to introduce yourself. Set your name on the Profile page.

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.

Internal notes

Click the Note toggle (the sticky-note icon) in the composer and it turns amber with the placeholder "Internal note (not visible to the visitor)". Enter saves the note instead of sending a message. Notes appear in the thread at the time they were written, on an amber background, labelled "Internal note · <author>" with the time. The composer stays in note mode until you toggle it off.

• Notes are never sent to the widget and the agent never reads them; they are also left out of the CSV export.
• You can leave a note on a resolved conversation, even though you cannot reply in it.
• Only the author can delete a note, with the trash icon on it.
• A note holds up to 5,000 characters; a conversation holds up to 200 notes. Enhance is off in note mode.

Export CSV

The download icon in the inbox header opens Export conversations with a From and To date, set to the last 30 days by default. Click Export CSV: the file opens in a new tab and a toast reads "Exported 42 conversations". If your browser blocks the new tab, the dialog offers Download again; the link works for one hour, then the file is deleted.

Columns are conversation id, status, created at, last message at, visitor name, visitor email (blank when unknown), message count and transcript. The transcript lists each message as user:, assistant: (the agent) or operator: (your team) in order, separated by vertical bars. Timestamps are ISO 8601 and the file opens as UTF-8 in Excel, Numbers and LibreOffice.

• One export covers up to 5,000 conversations; past that the toast says "Exported the first 5,000 conversations — narrow the date range for the rest".
• A conversation longer than 500 messages keeps the newest 500; its count shows as "500+" and the transcript starts with a truncation marker.
• Cells that begin with =, +, - or @ are prefixed with an apostrophe so a spreadsheet does not run them as formulas.
• A workspace can run five exports an hour; beyond that the dialog says "Too many exports — try again in N minutes".

The export contains visitor names, emails and full transcripts. Treat the file as personal data; see Privacy and GDPR notes.

The visitor panel

The right pane shows what is known about the visitor:

• Name and email. They appear once the visitor verifies an email, gives them while booking a meeting, or shares them through lead capture. 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. Links from assignment emails switch for you automatically when you are a member of that workspace.