Customer inbox
Customer inbox brings together conversations with your customer employee: email, texts, WhatsApp, website chat, and calls. Your team can see what was said and step into message threads when a person should reply.
Open a conversation
Section titled “Open a conversation”Open Customer inbox in the dashboard. Choose the conversation you want to read. Use the customer, channel, or search filters to find a particular thread.
Messages show whether the customer, AI employee, or a teammate wrote them. Call entries let you review the available call details, transcript, and recording.
Take over a message thread
Section titled “Take over a message thread”- Open the customer’s email, text, WhatsApp, or website conversation.
- Choose Take over, or write and send your own reply.
- The AI employee stops answering that thread while your team handles it.
- When you want the employee to answer again, choose Hand back followed by its name.
Sending a reply takes over the thread too. Your message goes back through the same channel the customer used, under your team identity.
Takeover applies to message threads. Call entries are for reviewing the call; they are not live call-transfer controls.
Finish or revisit a conversation
Section titled “Finish or revisit a conversation”Mark a handled conversation Done to take it off the open list. If the customer writes again, the conversation opens again for the employee to answer. You can also reopen a conversation or mark it unread when you need to return to it.
Link the same customer across channels
Section titled “Link the same customer across channels”When you know an email conversation and a phone conversation belong to the same person, use Link to another customer from the conversation’s additional actions. Pick the matching customer after checking the details.
Linking keeps the person’s conversations together and lets the employee use recent linked conversation history. Use the contact controls to correct the person’s name or separate records that were linked by mistake. Contact management needs the corresponding team permission.
If a reply is unavailable
Section titled “If a reply is unavailable”Check your team permissions and the channel access on your account. Website chat uses Website chat access; email, texts, WhatsApp, and calls use Customer communications. WhatsApp also depends on the business connection and its current reply window.
For a channel that has stopped answering, follow Troubleshooting.