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The Inbox is where you manage all live and recent conversations between your AI Chat Agents and your visitors, leads, and customers. Every conversation that occurs across any of your connected channels — website chat, SMS, WhatsApp, Facebook Messenger, Zalo, and email — appears here in one unified view. Inbox overview showing the three-panel layout with conversation list, chat thread, and contact panel

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Layout at a Glance

The Inbox uses a three-panel layout:
PanelPositionPurpose
Conversation ListLeftBrowse and select conversations. Includes tabs, search, and filters.
Chat ThreadCenterRead the full conversation and reply to visitors.
Contact and Analysis PanelRightView contact details, AI analysis, tickets, evaluation, and internal comments.

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The Three Tabs

At the top of the conversation list you will find three tabs that help you focus on what matters most.
TabWhat It Shows
MineConversations that are currently assigned to you. This is the default view when you open the Inbox. Only shows Active and Pending conversations.
UnassignedConversations where a human takeover has been triggered but no team member has been assigned yet. These need attention. Only shows Active and Pending conversations.
AllEvery conversation across all agents and team members, including Closed conversations. Use this for a complete picture.
Each tab displays a count badge showing the number of conversations that match the current filters.

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How Conversations Appear in the Inbox

A conversation is created every time a visitor engages with one of your Chat Agents. The conversation list shows:
  • Contact name (or “Anonymous” if unknown)
  • Channel icon indicating the source (website, SMS, WhatsApp, Messenger, email, Zalo)
  • Last message preview so you can quickly scan without opening the thread
  • Timestamp showing how long ago the last message was sent
  • Labels if any have been applied to the conversation
  • Custom field values if your team has configured custom field types
  • Unread indicator — conversations with new messages since you last viewed them appear with bold text

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Real-Time Updates

The Inbox refreshes automatically every 30 seconds and also receives real-time updates via live subscriptions. When a visitor sends a new message, you will see it appear without needing to reload the page. Click any conversation in the list to open it in the center panel. The right panel will update to show that conversation’s contact information and analysis. You can also share a direct link to a specific conversation — the URL updates automatically when you select a conversation.

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Tips

  • Start with the “Unassigned” tab at the beginning of your shift to handle conversations that need human attention.
  • Use the “Mine” tab to stay focused on conversations you are actively managing.
  • Scroll to load more — the conversation list loads in batches of 20 and automatically loads more as you scroll down.
  • Unseen conversations are highlighted with bold text so you can quickly spot new activity.