Operator inbox

The inbox is a three-pane view:

• Left rail — workspace navigation: Inbox, Contacts, Knowledge, Analytics, Settings.
• Middle column — conversation list, most recent activity first. Filter by status, assignee, tag, or the channel a conversation arrived on (widget, Telegram, WhatsApp, email). Select several rows to resolve, reopen or delete them in one go.
• Right pane — the active conversation: message thread, contact sidebar with attributes and tags, composer with AI tools.

Changing status is recorded in the audit log together with the actor and timestamp.

A conversation can be assigned to a single operator at a time. Assigning sends them a browser push notification (if enabled). Reassignments take effect live for everyone viewing the conversation and are audit-logged.

Auto-assignment is configured under Settings → General → Auto-assignment:

• Manual — nobody is assigned until an operator picks the conversation up. The default.
• Round robin — new conversations rotate through the team in order.
• Least busy — new conversations go to the operator with the fewest open threads.

Assigning a conversation sends the operator a real-time browser push (if they've enabled it). Separately, the bell in the top bar collects lower-frequency account alerts — you're nearing your conversation or AI token quota, a subscription needs attention, or a conversation just got a low rating. Click it to review them and mark them read.

If your account holds several workspaces, the switcher at the top left carries the counts for all of them: unread conversations, visitors on the site, and a red badge for customers kept waiting more than five minutes. A dot on the button means something needs attention in a workspace you are not currently in. Push notifications reach you from every workspace your account owns — the notification names the workspace and opening it switches you there.

The contact sidebar of every conversation has a Notes section. Notes are visible to other operators on the workspace but never to the visitor.

Two AI tools live in the composer (Pro plan, AI agent enabled):

• Summarize — generates a concise overview of the thread: request, key facts, unresolved questions. Cached on the conversation; regenerate to force a fresh call. Counts against your monthly AI token allowance.
• AI draft reply — drafts an answer from the conversation and your knowledge base, with the sources it leaned on listed next to the draft. Nothing is sent until you review and press send.

If the AI agent is set to suggest replies while you're online, drafts also appear automatically above the composer when a visitor message arrives — see AI agent.

Single-key shortcuts work while a conversation is in focus and pause automatically while you're typing a reply, so they never interfere with the composer. Press ? in the inbox for the full list.

• J / K — next / previous conversation.
• / — jump to the conversation search (in the composer, / opens quick replies instead).
• 1 / 2 / 3 — filter All / Mine / Unassigned.
• R — reply (focus the composer).
• E — resolve, or reopen if already resolved.
• A — assignee menu; M — assign to me.
• D — AI draft reply; S — summarize the conversation.
• N — add an internal note (opens the contact panel).
• # — delete (asks you to confirm first).
• Enter sends; Shift+Enter adds a new line; ⌘/Ctrl+Enter also sends.
• Esc — close a popup or unfocus the composer (so single-key shortcuts resume).

Deleting a conversation moves it to the trash, where it stays recoverable for 30 days. Open the trash via the bin icon at the top of the conversation list to restore; after 30 days the conversation is permanently removed. Deletions and restores are audit-logged.

The Visitors page lists everyone on your site right now: the page they are reading, how long they have been browsing, how many pages they have seen, the country the request came from, and where they arrived from. Returning visitors you have chatted with before show their name.

Each row has one action — say hello. Your message creates the conversation and lands in the visitor’s widget within seconds, even if they have never opened the chat. From there it behaves like any other conversation in the inbox.

Analytics opens with a map of where visitors ask: every page that started conversations, ranked by volume, with a bar whose intensity shows the share of all questions it accounts for.

Each row also shows how many of those conversations never got an answer, how long visitors browsed before asking, the average rating they left, and the three most common tags. A page with heavy volume and a red unanswered count is the one to go fix — usually its copy is missing something people need.

Every visitor who sends a message gets a contact record under Contacts: their name and email (if shared), tags, an activity log, and every conversation they have ever had.

To honour a GDPR erasure request: open the contact, click Erase, confirm. The action cascades through messages, attachments, AI summaries, and notes. The audit log retains an anonymised record of the action (who, when, by whose request) — not the data itself.

Key state-changing actions — settings changes, role changes, conversation deletion and restore, contact erasure, data export, and admin actions — are recorded with timestamp, actor, target, and a structured payload describing the change. Visible to operators with the appropriate role under Settings → Audit log. Retained 6 months on the live system.