Inbox

Monitor and respond to live conversations between users and your AI agent—or take over as a human agent when needed.

The Inbox is your real-time workspace for managing conversations. It shows all active and recent conversations handled by your AI agent, and lets you or any human agent step in to respond directly when the situation calls for it.

The Inbox is part of the Contact Center > Live Chat section. It is designed for teams that have human escalation enabled on at least one channel.

What you’ll see

When you open the Inbox, you’ll find a conversation list on the left and a chat panel on the right.

Conversation list

Each row in the conversation list shows:

• Contact name or identifier — the user interacting with your agent
• Channel — the platform where the conversation is taking place (e.g. WhatsApp, Freshchat, Web Bubble)
• Last message preview — the most recent message sent or received
• Timestamp — when the last message was sent
• Status indicator — whether the conversation is active, waiting, or resolved

Chat panel

Click any conversation to open it in the panel. You’ll see:

• The full conversation thread between the user and the AI agent
• A text box to type and send a message as a human agent
• Context about the user (name, channel, conversation ID)

How to take over a conversation

When your AI agent escalates a conversation—or when you decide to step in manually—the Inbox lets you respond directly to the user.

1. Open the conversation

   Click on the conversation in the list to view the full chat thread.

2. Type your response

   Use the text input at the bottom of the chat panel to compose your message.

3. Send the message

   Press Enter or click Send to deliver your message directly to the user.

4. Resolve the conversation

   When the issue is resolved, mark the conversation as closed or return control to the AI agent.

If your team uses Freshchat or Zendesk, conversations escalated by the AI agent will appear here automatically once human escalation is configured in the agent’s Skills.

Best practices

• Monitor the inbox regularly during peak hours to catch escalations quickly.
• Respond promptly — users who escalated to a human expect faster responses.
• Review the AI conversation history before responding so you have full context.
• Close conversations once resolved so they don’t clog the active list.