Inbox & Conversations

The Inbox is where humans handle live conversations. It is the front-line workspace — most agents will spend their entire shift here.

What lives in the inbox

The list on the left has two top-level views, then four sub-tabs inside each:

Agent view — everything that has or had a human assigned. Sub-tabs: All, Mine, Queue, Resolved. Available to every role.
Bot view — supervisor-only. Conversations the bot handled end-to-end that were never assigned to a human. Sub-tabs: All, Live, Completed, Abandoned.

The Bot view tab itself is hidden for agent-only accounts.

There are three paths:

Bot escalation — A bot recipe hit a Transfer node. The conversation lands in the configured team’s queue.
Direct human routing — A trigger rule routed the inbound message straight to a queue without invoking a bot.
Manual reassignment — A supervisor moved a conversation to a queue or to a specific agent.

Once in a queue, the assignment service offers it to the next eligible agent based on team rules (round-robin, least-busy, sticky-agent).

Agent console — the layout and tools you use while handling chats.
Conversation states — open / pending / resolved, plus the sub-states supervisors monitor.
Whispers & internal notes — private notes that never reach the customer.
Bot view — supervisor-only audit view of fully-automated conversations.