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Every conversation from your widget streams into the inbox as it happens. Open one to read the full thread and follow exactly what the agent is doing.
Inbox

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Filter conversations

Use the tabs to focus the list:
  • All — every conversation
  • Active — chats still in progress
  • Resolved — conversations closed successfully
  • Admin — chats a teammate owns or has replied to
  • Abandoned — chats the visitor left without finishing (inactive for 7 days)
Owned, active chats are shown first, so the conversations that need attention are always at the top. Scroll to load more.

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Take ownership

When a chat needs a human, click Take ownership to step in. The agent pauses while you are in control, and the conversation shows the owner’s name so the team knows who is handling it. Reply directly to the customer, then hand it back whenever you are done.
Transferred chats are distributed automatically to the support team, assigned to the member with the fewest open conversations. See Team and users.

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Inspect a reply

Open any agent reply to see its trace: how the message was routed, which knowledge and tools it used, and the tokens, latency, and cost for that turn. Full per-message traces are part of the advanced analytics on paid plans.
Support-role teammates have full access to the inbox, even though they are read-only elsewhere.