Managing Chatbot Conversations in the Inbox

Managing Chatbot Conversations in the Inbox

Every chat your bot has with a visitor lands in an inbox, so you never lose track of a conversation. This guide shows you where to find those chats, what the little status labels mean, how to jump in and reply as a human, and how the built-in AI Copilot can do the heavy lifting for you.

Where chatbot conversations show up

You can see chatbot chats in two places:

• Unified Inbox — left sidebar → Communication → Unified Inbox. This is your one screen for everything (chatbot, email, WhatsApp, and more).
• The Chatbots inbox — inside the Chatbots area, showing only bot conversations.

Good news: bot replies now appear in the thread, along with any visitor info the bot captured (like a name or email). An earlier version had a bug where the bot's own replies didn't show up in the inbox — that's fixed. You now see the complete back-and-forth.

The four statuses

Every conversation carries one of four status labels. Use the filters at the top to focus on what needs you:

• Bot active — the bot is handling it on its own. No action needed from you.
• Queued — the bot handed off and is waiting for a human to step in. These need attention.
• Agent — a human (you or a teammate) has taken over and is replying.
• Resolved — the conversation is done and closed.

Replying as a human

When you want to jump in:

1. Open the conversation from the inbox.
2. If the bot is still handling it, click Take Over first (this pauses the bot).
3. Type your message in the Reply box at the bottom and send it.

Two helpers live around that box:

• Smart Assist — polishes or generates your reply so you sound clear and professional without staring at a blank box.
• Note — leave an internal note that only your team can see. The visitor never sees notes. Great for "heads up, this customer is on the Pro plan" style comments.

The AI Copilot panel

On the right side of an open conversation you'll find the AI Copilot panel. It reads the whole chat and helps you out:

• Draft response — writes a suggested reply based on the conversation. Edit it, then send.
• Summarize — gives you a quick recap so you don't have to read a long thread.
• Next steps — suggests what to do next (for example, send a link, create a ticket, follow up tomorrow).

The panel also shows Insights, like the last visitor message and the visitor's sentiment (are they happy, neutral, or frustrated?), so you know the mood before you type.

Two handy buttons

• View visitor in CRM — opens the visitor's contact record so you can see their history and details.
• Create ticket — turns the conversation into a support ticket in one click, so it doesn't fall through the cracks.

A simple workflow

1. Filter the inbox by Queued to find chats waiting for a person.
2. Open one and read the history (or hit Summarize).
3. Click Take Over.
4. Use Draft response or Smart Assist to write your reply, tweak it, and send.
5. Add a Note for teammates, click Create ticket or View visitor in CRM if needed.
6. When you're done, mark it Resolved.

That's it — you're running a real support conversation with an AI copilot riding shotgun.