Inbox

The inbox is where every visitor conversation lands. Pick them up, reply, transfer to a teammate, or close when done. Real-time, keyboard-fast, works fine on phone.

What you see in the list

Unread badge — conversations with unread messages have a bold marker.
Last message — preview of the most recent message.
Visitor identity — name and email if collected, otherwise “Visitor” + a short anonymous id.
Assignment — who's on it, if anyone.
Status pill — open, needs human, AI-paused, closed.

Claim a conversation

When the AI flags something for human, the conversation shows Needs human at the top. Click Claimto assign it to yourself. The AI immediately goes silent in that chat (the moment you send your first reply, actually — see “AI handover” below).

Reply

Type your reply in the composer at the bottom and press Enter to send. Shift+Enterfor a newline. Attachments via the paperclip icon (10MB limit, common image & document types).

✓Internal notes

Type with the Internal note toggle on to add a private comment that only your team sees — never the visitor. Useful for tagging teammates or leaving context for whoever takes the conversation next.

Transfer to a teammate

Open the conversation, hit Transfer, pick a teammate. They'll get a push notification. You stay subscribed to the conversation, so you can see how it ends.

Close, reopen, release

Close — Mark resolved. Future visitor messages reopen the conversation automatically.
Reopen — Manually bring a closed conversation back to active. Useful if the visitor follows up out-of-band.
Release — Drop your claim without closing. Conversation goes back to the unassigned pool.

AI handover

The AI keeps replying after it's flagged a conversation for human — so the chat doesn't feel dead while the visitor waits in the queue. The AI steps aside only once you send your first reply. From that moment on, the AI is permanently silent in that conversation.

Site filter

If you have multiple sites, the site pickerat the top filters the inbox to just one. Click the site name to switch, or pick “All sites” to see everything.

Keyboard shortcuts

Key	Action
`⌘K` / `Ctrl K`	Command palette — jump anywhere
`J` / `K`	Next / previous conversation
`E`	Close active conversation
`R`	Focus the reply composer
`?`	Show all shortcuts

Search

Type into the search field at the top of the conversation list to filter by visitor name, email, or message body. Press Esc to clear.