Inbox

The Inbox brings every conversation into one place — emails, messages from your website chat widget, and form submissions — so your team can reply without switching between tools. New messages appear in real time, and each conversation is linked to the lead it belongs to.

If your chat widget has its AI chatbot turned on, the bot answers visitors automatically and those conversations show up in your Inbox too, with a banner that lets you take over from the bot at any time (see Taking over from the AI assistant below). Bug reports and support requests the bot's visitors file are collected separately under Support — see Support tickets.

What the Inbox shows

Conversations come in from several channels and are labelled so you always know the source:

Channel	Where it comes from
Email	Emails sent to and from your connected address
Chat	Your website chat widget (live chat or AI chatbot)
Form	Form submissions from your sites
SMS	Text-message conversations
Instagram	Instagram messages
Internal	Internal notes from your team

Each conversation is tied to a lead (a contact or prospect). When a brand-new visitor reaches out, they start as an anonymous conversation; as soon as they share their email or name, they become a named lead and their messages are kept together.

The layout

On a desktop you'll see three panels side by side:

1. Conversation list (left) — every conversation, newest activity first, with a quick preview.
2. Conversation view (middle) — the full back-and-forth for the conversation you've selected.
3. Lead details (right) — who you're talking to, with their contact info and history.

On a phone, the panels stack and you switch between them; tap a conversation to open it, and tap to reveal the lead details when you need them.

Reading and finding conversations

• Select any conversation in the list to open it. Opening it marks it as read.
• Use the search box above the list to filter by name, email, or text.
• Use the filter toggle to switch between all conversations and only the unread ones.
• Use All campaigns and All domains to show only replies from a given email campaign or sending domain. A conversation appears in those filters when a message on the thread was sent from (or received on) that campaign or domain.
• Unread conversations are highlighted so they're easy to spot at a glance.
• If the list can't be loaded, you'll see Couldn't load your conversations with a Try again button instead of an empty list. Try again re-requests the list; if it keeps failing, see Troubleshooting.
• If a conversation you selected can't be opened, the middle panel shows Couldn't load this conversation with its own Try again. On a phone, the back arrow still returns you to the list.

Replying

Open a conversation and type your reply in the composer at the bottom, then send it. Your message goes out on the same channel the conversation is on — so a reply to an email is sent as an email, and a reply to a chat is delivered in the chat.

On email threads, Suggest replies drafts two or three ready-to-send options in your team's voice. Picking one fills the composer — you still hit send. Insert booking link drops the public booking page URL into the reply (the first active calendar under Calendar → Booking). One of the AI drafts includes that same link when a calendar exists.

While you're typing in a live chat, the visitor may see a typing indicator, just like a normal chat app.

How AI and human replies are labeled

If a conversation came in through a chat widget with its AI chatbot enabled, each of your team's outgoing messages is labeled underneath so everyone can tell who sent what:

Label	Meaning
AI assistant	The chatbot answered automatically.
System	An automated system message (not written by a person or the bot).
A teammate's name	A staff member replied directly (shown once someone takes over — see below).
You	Your own reply.

Taking over from the AI assistant

Conversations that came from a chat widget with AI turned on show a banner at the top of the conversation with the bot's current status:

Banner	What it means	What you can do
AI assistant is handling this	The bot is answering the visitor automatically.	Select Take over to pause the bot and reply yourself.
Visitor requested a human (highlighted)	The visitor asked to speak to a person.	Select Take over to jump in.
You're handling this conversation	You (or a teammate) took over from the bot.	Select Return to bot to hand it back to the AI, or Resolve to close it out.
Resolved	The conversation has been closed.	Select Reopen & take over if the visitor follows up.

Once you take over, your replies go out as your own messages (labeled with your name once you reply) instead of the bot's, and the bot stops answering that visitor until you return the conversation to it.

Starting a new email

You don't have to wait for someone to message you first. To start a fresh email conversation:

1. Select New Email (the compose option above the conversation list).
2. Choose or enter the recipient, write your subject and message, and send.

The new email shows up in the Inbox as its own conversation and is linked to the matching lead.

Real-time updates

The Inbox updates live — you don't need to refresh the page. As things happen, you'll see:

• New incoming emails and chat messages appear instantly.
• Conversations move to the top as they get new activity.
• A visitor who fills in their details turns into a named lead automatically, and their earlier anonymous messages merge into one conversation.

If your Inbox ever seems frozen, check your internet connection and reload the page. See Troubleshooting.

Organizing conversations

You can keep your Inbox tidy with these actions on a conversation:

• Star — mark important conversations so you can find them again quickly.
• Archive — move handled conversations out of your main view without deleting them.
• Delete — permanently remove a conversation you no longer need.

Working with the lead

Because every conversation is connected to a lead, the lead details panel lets you see and update who you're talking to right from the Inbox — their name, email, and other information. To manage your full list of contacts, their tags, custom data, and activity history, head to CRM.

Support tickets

Separate from ordinary chat conversations, your AI chatbot can also file a support ticket or bug report on a visitor's behalf when they ask for help with a problem. These don't appear in the Inbox — they're collected on their own page.

1. Go to Support in the sidebar.
2. Use the status tabs — All, Open, In progress, Resolved, Closed — to filter the list, or use the search box to find a ticket by keyword.
3. Select a ticket to open its details in a side panel, where you can read the full thread (including the source conversation) and change its status. Replies you add here go into the ticket's internal thread only — they are not sent to the visitor. If the ticket has a linked conversation, reply to the visitor from that conversation in the Inbox instead. See Support Tickets for details.

Each ticket also has a category (General, Bug report, Feedback, Feature request, or Billing) and a priority (Low, Normal, High, or Urgent) shown as small labels in the list.

Viewing the Support page requires the submissions: read permission — the same permission that gates the Inbox. Replying requires email: send.

Permissions

What you can do in the Inbox depends on your role:

• Viewing conversations requires the submissions: read permission.
• Sending replies and new emails requires the email: send permission.

If you can't see the Inbox or can't reply, ask your organization owner to grant the right permission. See Account & Team.

Related

• Chat Widget — set up live chat and the AI chatbot on your website.
• CRM — manage the leads behind your conversations.
• Account & Team — roles and permissions.
• Troubleshooting — fixes for common Inbox and chat widget issues.