{"Status":true,"Message":"","Response":{"post":{"postuid":"68691f2a-3607-4570-846f-3b0c57010f81","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"Using the Chat Inbox","slug":"article/using-the-chat-inbox","html":"\u003Cp\u003EThe inbox is where your team works chat conversations. Open it from \u003Cb\u003EInbox\u003C/b\u003E in your project\u0027s sidebar. Everyone on your account can use it, and any number of teammates can have it open at once. Everything updates live.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/1901a207936c4a72bfc20befa263a1d0.png?v=1943166668\u0022 data-width=\u00221174\u0022 data-height=\u0022783\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022The inbox with a conversation waiting for the team, its AI summary, an internal note and the visitor details\u0022/\u003E\u003Cfigcaption\u003EThe inbox, with a conversation waiting for the team\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022chat_inbox_overview_video\u0022\u003EChat Inbox overview video\u003C/h2\u003E\u003Cp\u003EWe\u0027ve put together an overview video walking through the inbox view.\u003C/p\u003E\u003Ciframe src=\u0022https://player.vimeo.com/video/1237691839\u0022 width=\u0022640\u0022 height=\u0022360\u0022 frameborder=\u00220\u0022 allowfullscreen=\u0022\u0022\u003E\u003C/iframe\u003E\u003Ch2 id=\u0022the_layout\u0022\u003EThe layout\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EArea\u003C/th\u003E\u003Cth\u003EWhat it shows\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EHeader\u003C/td\u003E\u003Ctd\u003EYour status (\u003Cb\u003EAvailable\u003C/b\u003E or \u003Cb\u003EAway\u003C/b\u003E), the light or dark switch (\u25D0), \u003Cb\u003EPhone alerts\u003C/b\u003E, \u003Cb\u003EEnable alerts\u003C/b\u003E, \u003Cb\u003EFull screen\u003C/b\u003E, \u003Cb\u003EReports\u003C/b\u003E and \u003Cb\u003EMessenger settings\u003C/b\u003E. Outside support hours, an \u003Cb\u003EOutside support hours\u003C/b\u003E pill shows when your team is back.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EViews (left)\u003C/td\u003E\u003Ctd\u003EYour conversation queues, each with a count, then \u003Cb\u003EVisitors online\u003C/b\u003E. \u003Cb\u003ETeam\u003C/b\u003E lists which teammates are online.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EConversation list\u003C/td\u003E\u003Ctd\u003EThe visitor\u0027s name (or email), the latest message, how long ago, and a badge showing who is handling it. A blue dot means unread visitor messages. Search matches name, email and message text.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EConversation\u003C/td\u003E\u003Ctd\u003EThe full thread, a banner showing who is handling it, the action buttons and the reply box\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EDetails (right)\u003C/td\u003E\u003Ctd\u003EContact details, \u003Cb\u003EVerified\u003C/b\u003E, \u003Cb\u003EUnverified\u003C/b\u003E or \u003Cb\u003EAnonymous\u003C/b\u003E, \u003Cb\u003ELocation\u003C/b\u003E (where the visitor is and their local time, worked out from their browser\u0027s time zone), \u003Cb\u003EStatus\u003C/b\u003E (whether they\u0027re still on your website, see below), the current page (\u003Cb\u003ELast page\u003C/b\u003E once they\u0027ve left) and the page they started on, \u003Cb\u003EDevice\u003C/b\u003E (phone, tablet or computer, and the browser), IP address, custom attributes from your website, the AI\u0027s answer count and outcome, the conversation\u0027s team, and previous conversations. For a \u003Cb\u003Everified\u003C/b\u003E customer, \u003Cb\u003EAll conversations \u2192\u003C/b\u003E lists every conversation with them, open or closed and from any device, in the conversation list; \u2715 on the bar above the list goes back. It isn\u0027t offered for unverified or anonymous visitors, since their conversations can\u0027t be tied to one person. Hidden on screens under 1400px wide.\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Ch3 id=\u0022is_the_visitor_still_there\u0022\u003EIs the visitor still there?\u003C/h3\u003E\u003Cp\u003EThe \u003Cb\u003EStatus\u003C/b\u003E row in the details panel uses the same rules as \u003Cb\u003EVisitors online\u003C/b\u003E, and updates as you watch:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E\u003Cb\u003EOnline now\u003C/b\u003E (green): they have a page open and are using it.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EIdle 12m\u003C/b\u003E (grey): the page is open, but nobody has moved the mouse, typed, scrolled or tapped for 5 minutes or more.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EOffline \u00B7 last seen 4:36 PM\u003C/b\u003E: they closed the page or switched away (about two minutes after), or left it idle for 30 minutes. Underneath it says whether your replies will be emailed to them.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003E\u003Cb\u003EReplying to someone who has left.\u003C/b\u003E If the visitor is offline and gave an email, your reply is emailed to them about a minute after you send it, with a link that reopens the chat. A few quick replies go out as one email. While they\u0027re still online, the email waits a few minutes (3 by default) in case they read it in the chat. See \u003Ca href=\u0022/article/chat-notifications-and-teams\u0022\u003EChat Notifications and Teams\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022views\u0022\u003EViews\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EView\u003C/th\u003E\u003Cth\u003EContains\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EWaiting for team\u003C/td\u003E\u003Ctd\u003EConversations handed to your team, or where the visitor asked for a person, that nobody has taken yet. Keep this at zero.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAssigned to me\u003C/td\u003E\u003Ctd\u003EConversations you own that aren\u0027t closed, including snoozed ones\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAI live\u003C/td\u003E\u003Ctd\u003EConversations the AI is handling right now\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAll open\u003C/td\u003E\u003Ctd\u003EEvery open conversation\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ESnoozed\u003C/td\u003E\u003Ctd\u003EConversations parked until later\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EClosed\u003C/td\u003E\u003Ctd\u003EFinished conversations\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EVisitors online\u003C/td\u003E\u003Ctd\u003EEveryone on your website right now, and the page they\u0027re on\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Cp\u003EThe browser tab title shows how many conversations are waiting, for example \u003Cb\u003E(3) Inbox\u003C/b\u003E.\u003C/p\u003E\u003Ch3 id=\u0022conversation_badges\u0022\u003EConversation badges\u003C/h3\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EBadge\u003C/th\u003E\u003Cth\u003EMeaning\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003E\u2728 AI agent name (purple)\u003C/td\u003E\u003Ctd\u003EThe AI is handling it\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EWaiting for team (red)\u003C/td\u003E\u003Ctd\u003EHanded to your team, and nobody has taken it yet\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EYou or a teammate\u0027s name (green)\u003C/td\u003E\u003Ctd\u003EA person owns it\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ESnoozed (amber), Closed (grey)\u003C/td\u003E\u003Ctd\u003EIts status\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Ch2 id=\u0022visitors_online\u0022\u003EVisitors online\u003C/h2\u003E\u003Cp\u003E\u003Cb\u003EVisitors online\u003C/b\u003E lists everyone who has a page with the messenger open right now. It refreshes every 15 seconds. Each visitor shows:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003Etheir name or email, or \u003Cb\u003EAnonymous visitor\u003C/b\u003E when your website hasn\u0027t said who they are, with \u2713 when they\u0027re verified. A name with no sign-in or email behind it, such as one from a \u003Ca href=\u0022/article/chat-messenger-javascript-api\u0022\u003Echat link\u003C/a\u003E, reads \u003Cb\u003Erob (Anonymous)\u003C/b\u003E, here and in the conversation list;\u003C/li\u003E\u003Cli\u003Ethe page they\u0027re on, with its title and address;\u003C/li\u003E\u003Cli\u003Ea green dot while they\u0027re active, or a grey dot and \u003Cb\u003Eidle 12m\u003C/b\u003E when nobody has moved the mouse, typed, scrolled or tapped on the page for 5 minutes;\u003C/li\u003E\u003Cli\u003Ewhether they\u0027re chatting and who with (the AI, the queue or a teammate), or \u003Cb\u003ENot chatting\u003C/b\u003E;\u003C/li\u003E\u003Cli\u003Ea phone, tablet or computer icon and their browser, for example Safari on iOS;\u003C/li\u003E\u003Cli\u003Etheir country, for example \uD83C\uDDFA\uD83C\uDDF8 United States, worked out from their browser\u0027s time zone. Their local time is in the \u003Cb\u003ELocation\u003C/b\u003E row of the details panel;\u003C/li\u003E\u003Cli\u003Ehow long they\u0027ve been on the current page, as a running clock in green, for example \u003Cb\u003E13:10\u003C/b\u003E (past a day, \u003Cb\u003E1d 3h\u003C/b\u003E). The clock restarts when they come back to a tab they\u0027d left for 30 minutes or more, so it times this visit, not when the tab was first opened.\u003C/li\u003E\u003C/ul\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/9c3e1c3650e64338a54614f6af7c3b8d.png?v=1918951875\u0022 data-width=\u00221174\u0022 data-height=\u0022783\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022Visitors online listing each visitor with their page, country, time on page and device\u0022/\u003E\u003Cfigcaption\u003EVisitors online\u003C/figcaption\u003E\u003C/figure\u003E\u003Cp\u003ESearch filters by name, email or page. A visitor appears while a page is open in a visible browser tab. Someone who closes the tab or switches away drops off within about two minutes. A page left open with nobody using it drops off after 30 minutes idle, so a tab forgotten on an unlocked screen doesn\u0027t look like someone on your website. Any activity brings them straight back.\u003C/p\u003E\u003Ch3 id=\u0022starting_a_conversation\u0022\u003EStarting a conversation\u003C/h3\u003E\u003Col\u003E\u003Cli\u003EClick a visitor who isn\u0027t chatting.\u003C/li\u003E\u003Cli\u003EWrite an opening message. The suggestion in the box is based on the page they\u0027re on, and is sent if you leave the box empty.\u003C/li\u003E\u003Cli\u003EClick \u003Cb\u003EStart chat\u003C/b\u003E or press Enter.\u003C/li\u003E\u003C/ol\u003E\u003Cp\u003EThe conversation is assigned to you, and the AI stays out of it. What the visitor sees:\u003C/p\u003E\u003Cul\u003E\u003Cli\u003E\u003Cb\u003EOn a computer:\u003C/b\u003E the messenger opens on your message.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EOn a phone:\u003C/b\u003E your message appears as a bubble above the launcher, so it doesn\u0027t take over the screen.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EAlready in a conversation:\u003C/b\u003E an unread badge, instead of an interruption.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003ELeft before it arrived:\u003C/b\u003E if their email is known, your message is emailed to them about a minute later.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EClicking a visitor who is already chatting opens that conversation instead. No new-chat Slack or email alert is sent for conversations your team starts.\u003C/p\u003E\u003Ch2 id=\u0022your_status_and_alerts\u0022\u003EYour status and alerts\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003E\u003Cb\u003EAvailable\u003C/b\u003E or \u003Cb\u003EAway\u003C/b\u003E. When you\u0027re Available with the inbox open, visitors see your team as online, and handoffs alert you. Close the tab and you stop counting as online straight away.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EIdle means Away.\u003C/b\u003E After 15 minutes with no mouse, keyboard or touch in any inbox tab, you\u0027re switched to \u003Cb\u003EAway (idle)\u003C/b\u003E, so a forgotten tab doesn\u0027t tell visitors someone is there. Move the mouse or press a key in an inbox tab and you\u0027re Available again. Choosing a status yourself cancels the automatic one.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EBeing Available overrides support hours.\u003C/b\u003E If you\u0027re Available outside your support hours, visitors see your team as online and get the normal reply-time wording instead of \u0022The team is away\u0022. See \u003Ca href=\u0022/article/chat-support-hours\u0022\u003EChat Support Hours\u003C/a\u003E.\u003C/li\u003E\u003Cli\u003EClick \u003Cb\u003EEnable alerts\u003C/b\u003E once to allow browser notifications. You get a sound and a notification when a conversation is handed to your team while you\u0027re Available, and when a visitor writes in a conversation assigned to you while you\u0027re looking at something else. A toast in the bottom-right corner also announces handoffs; click it to open the conversation.\u003C/li\u003E\u003Cli\u003ESlack and email alerts go to the conversation\u0027s team. See \u003Ca href=\u0022/article/chat-notifications-and-teams\u0022\u003EChat Notifications and Teams\u003C/a\u003E.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EPhone alerts\u003C/b\u003E sets up push notifications on your phone. See \u003Ca href=\u0022/article/using-the-chat-inbox-on-your-phone\u0022\u003EUsing the Chat Inbox on Your Phone\u003C/a\u003E.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022your_photo_and_the_ai_agents_logo\u0022\u003EYour photo and the AI agent\u0027s logo\u003C/h2\u003E\u003Cp\u003EGo to \u003Cb\u003EMessenger settings\u003C/b\u003E, then \u003Cb\u003ETeam members\u003C/b\u003E, and click \u003Cb\u003EUpload photo\u003C/b\u003E. Any image works: it\u0027s cropped to a square and resized for you. Anyone on the team can set or remove anyone\u0027s photo there. Without a photo, your initials are shown.\u003C/p\u003E\u003Cp\u003EYour photo shows next to your replies in the messenger, in the conversation header once you\u0027ve taken over, on the messenger\u0027s home screen while you\u0027re online, and in the inbox.\u003C/p\u003E\u003Cp\u003EThe \u003Cb\u003EAI agent\u003C/b\u003E is the first row of the same tab. Upload your logo or a character, and it replaces the \u2728 badge wherever the AI answers, in the messenger and in the inbox.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/cb0797afab0841dd863e9fab7bf97bb2.png?v=-225652996\u0022 data-width=\u0022986\u0022 data-height=\u0022463\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022The Team members tab: the AI agent with Upload picture, then each teammate with their photo or initials and Change photo or Upload photo\u0022/\u003E\u003Cfigcaption\u003EMessenger settings, Team members tab\u003C/figcaption\u003E\u003C/figure\u003E\u003Ch2 id=\u0022replying\u0022\u003EReplying\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003E\u003Cb\u003EReply\u003C/b\u003E goes to the visitor. Enter sends; Shift\u002BEnter starts a new line. Replying to a conversation the AI is handling takes it over.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003ENote\u003C/b\u003E is an internal note, shown in yellow. Visitors never see it, and writing one doesn\u0027t take the conversation over.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003ESaved replies\u003C/b\u003E inserts a canned response. \u003Ccode\u003E{{first_name}}\u003C/code\u003E (or \u0022there\u0022 if unknown), \u003Ccode\u003E{{name}}\u003C/code\u003E and \u003Ccode\u003E{{email}}\u003C/code\u003E are filled in automatically. Manage them in \u003Cb\u003EMessenger settings\u003C/b\u003E, then \u003Cb\u003ESaved replies\u003C/b\u003E.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EFiles and images:\u003C/b\u003E click \uD83D\uDCCE, paste a screenshot, or drop files on the reply box, up to 5 per message and 10 MB each. They go with your reply, or with a note. Files the visitor sends show in the thread: images inline (click for full size), other files as download cards. See \u003Ca href=\u0022/article/sending-files-and-images-in-chat\u0022\u003ESending Files and Images in Chat\u003C/a\u003E.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EDraft with AI\u003C/b\u003E writes a reply from your articles, with links to the sources, into your reply box to edit. Nothing is sent until you send it. If your articles don\u0027t answer the question, it tells you so, which usually means an article is worth writing.\u003C/li\u003E\u003Cli\u003EReplies support light formatting: \u003Ccode\u003E**bold**\u003C/code\u003E, \u003Ccode\u003E*italic*\u003C/code\u003E, \u003Ccode\u003E\u0060code\u0060\u003C/code\u003E, \u003Ccode\u003E- lists\u003C/code\u003E, \u003Ccode\u003E1. steps\u003C/code\u003E, and links as \u003Ccode\u003E[text](https://\u2026)\u003C/code\u003E or plain web addresses. Lists can nest: indent a \u003Ccode\u003E- detail\u003C/code\u003E under a \u003Ccode\u003E1. step\u003C/code\u003E, and the numbering carries on after it.\u003C/li\u003E\u003Cli\u003EDrafts are kept for each conversation while you move between them, but not after you reload the page.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EYou can see what the visitor is typing before they send it. Teammates can see when you\u0027re writing a reply or a note, and the visitor sees \u0022\u003Ci\u003EYour name\u003C/i\u003E is typing\u2026\u0022 for replies only.\u003C/p\u003E\u003Ch2 id=\u0022what_to_look_for_under_ai_messages\u0022\u003EWhat to look for under AI messages\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003ELabel\u003C/th\u003E\u003Cth\u003EWhat it means\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003E\u26A0\uFE0F Couldn\u0027t find an answer\u003C/td\u003E\u003Ctd\u003EYour articles don\u0027t cover the question. After two in a row (or one, if your settings say so), the AI hands the conversation to your team.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAsked a clarifying question\u003C/td\u003E\u003Ctd\u003EThe question was ambiguous, so the AI asked what the visitor meant\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAnswered from \u2026\u003C/td\u003E\u003Ctd\u003EThe knowledge source the AI answered from. See \u003Ca href=\u0022/article/chat-knowledge-sources\u0022\u003EChat Knowledge Sources\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EOffered the follow-up form\u003C/td\u003E\u003Ctd\u003EThe visitor was offered a short name-and-email form so your team can follow up. It\u0027s offered only when a person is needed: when the AI hands over and their email isn\u0027t known, when nobody has replied 5 minutes after a handoff made while your team was online (\u0022Sorry for the wait\u2026\u0022), or under an answer to a buying question, once per conversation. Older conversations may show \u003Cb\u003EAsked for an email\u003C/b\u003E instead.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ERule: \u2026\u003C/td\u003E\u003Ctd\u003EOne of your \u003Ca href=\u0022/article/chat-question-rules\u0022\u003Equestion rules\u003C/a\u003E handled this message\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003E\u26A1 action name(\u2026) \u00B7 \u2713 200 \u00B7 310 ms\u003C/td\u003E\u003Ctd\u003EThe AI called one of your \u003Ca href=\u0022/article/chat-actions\u0022\u003Eactions\u003C/a\u003E. Click it to see what came back. Visitors never see this.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003E\uD83D\uDD12 Also used, not shown to the visitor\u003C/td\u003E\u003Ctd\u003EArticles from an internal knowledge source that the AI used without linking to them. See \u003Ca href=\u0022/article/chat-knowledge-sources\u0022\u003EChat Knowledge Sources\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EChecked in after the visitor went quiet\u003C/td\u003E\u003Ctd\u003EThe AI\u0027s short follow-up after an answer went unanswered\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Cp\u003EWhen a visitor fills in the follow-up form, a note records it and their details appear in the details panel. Your team is alerted that they left their details. Under an answer to a buying question, sending the form hands the conversation to your team instead, so sales can follow up. The buying-question offer can be switched off with \u003Cb\u003EOffer a follow-up form when a visitor shows buying intent\u003C/b\u003E on the \u003Cb\u003EAI agent\u003C/b\u003E tab of \u003Cb\u003EMessenger settings\u003C/b\u003E.\u003C/p\u003E\u003Cp\u003EFor more on watching and stepping in, see \u003Ca href=\u0022/article/taking-over-a-chat-from-the-ai\u0022\u003ETaking Over a Chat from the AI\u003C/a\u003E.\u003C/p\u003E\u003Ch2 id=\u0022managing_conversations\u0022\u003EManaging conversations\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EAction\u003C/th\u003E\u003Cth\u003EWhat happens\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003ETake over / Take it\u003C/td\u003E\u003Ctd\u003EYou own the conversation, and the AI stops. See \u003Ca href=\u0022/article/taking-over-a-chat-from-the-ai\u0022\u003ETaking Over a Chat from the AI\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAssign\u003C/td\u003E\u003Ctd\u003EGive it to a teammate, or choose \u003Cb\u003EUnassign (back to queue)\u003C/b\u003E to return it to \u003Cb\u003EWaiting for team\u003C/b\u003E. An internal note records the change.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EHand back to AI\u003C/td\u003E\u003Ctd\u003EThe AI answers the visitor\u0027s next message\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ESnooze\u003C/td\u003E\u003Ctd\u003EPark it for 1 hour, 4 hours, until tomorrow, or next week. It returns early if the visitor writes.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EClose\u003C/td\u003E\u003Ctd\u003EFinish it. The visitor is asked for a rating. If they write again, the AI answers first.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EReopen\u003C/td\u003E\u003Ctd\u003EBring a closed or snoozed conversation back to open\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ETeam\u003C/td\u003E\u003Ctd\u003EIn the details panel: move the conversation to another team, so its later alerts go there\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Cp\u003EUnread counts are shared by the team: when anyone opens a conversation, it\u0027s marked read for everyone.\u003C/p\u003E\u003Ch2 id=\u0022full_screen_dark_mode_and_the_desktop_app\u0022\u003EFull screen, dark mode and the desktop app\u003C/h2\u003E\u003Cp\u003EClick \u003Cb\u003EFull screen\u003C/b\u003E to fill the current browser tab with the inbox. The project sidebar is hidden and the header moves into a slim bar at the top. Press Esc or click \u003Cb\u003EExit full screen\u003C/b\u003E to leave. The inbox remembers your choice.\u003C/p\u003E\u003Cp\u003EThe \u25D0 button in the header chooses \u003Cb\u003EAuto (match system)\u003C/b\u003E, \u003Cb\u003ELight\u003C/b\u003E or \u003Cb\u003EDark\u003C/b\u003E. Auto follows your computer\u0027s or phone\u0027s setting. Your choice is remembered in that browser, and other open inbox tabs switch too. Only the inbox itself goes dark; in full screen, on phones and in the installed app, that\u0027s the whole screen.\u003C/p\u003E\u003Cfigure\u003E\u003Cimg class=\u0022lazy-load\u0022 data-src=\u0022https://graffiti-auf7e6dwhxhcbwek.z03.azurefd.net/d8b744fc-2e70-4089-bb80-dd1d08f6c7b2/fc6490ac-7527-4f49-b06e-46f701280e85/images/cd30a8e1bd0f4ead9cb4fe547a99872e.png?v=-875403002\u0022 data-width=\u00221174\u0022 data-height=\u0022783\u0022 style=\u0022max-width: 100%;\u0022 alt=\u0022The inbox in dark mode\u0022/\u003E\u003Cfigcaption\u003EThe inbox in dark mode\u003C/figcaption\u003E\u003C/figure\u003E\u003Cp\u003EYou can install the inbox as an app on your computer with your browser\u0027s install option. The installed app always fills its window and shows only the inbox: there\u0027s no \u003Cb\u003EFull screen\u003C/b\u003E button, and \u003Cb\u003EReports\u003C/b\u003E, \u003Cb\u003EMessenger settings\u003C/b\u003E and \u003Cb\u003EPhone alerts\u003C/b\u003E are hidden. To use the inbox on your phone, see \u003Ca href=\u0022/article/using-the-chat-inbox-on-your-phone\u0022\u003EUsing the Chat Inbox on Your Phone\u003C/a\u003E.\u003C/p\u003E\u003Cp\u003ESee how your team is doing in \u003Ca href=\u0022/article/chat-reports\u0022\u003EChat Reports\u003C/a\u003E: response times, each teammate\u0027s figures, and the hours that need cover. Its \u003Cb\u003ESpeed\u003C/b\u003E tab lists \u003Cb\u003EMissed handoffs\u003C/b\u003E, conversations handed to your team that nobody replied to within an hour, with a link to each so you can follow up.\u003C/p\u003E","publish_status":0,"post_type":"Article","authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d","author":{"authoruid":"3dde8c16-763a-4a2b-ae0b-1d8c50c62e3d"},"featured_image_updating":false,"meta_description":"Live-updating team inbox for managing chat conversations with status, alerts, AI assistance, full conversation details, and easy collaboration features.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"sort_order":10,"total_views":12,"date_published":"2026-09-26T16:45:00","date_updated":"2026-10-20T17:15:51","date_created":"2026-09-26T16:30:21.743"}}}