Conversations inbox

Layout

The inbox is a three-pane layout: filters on the left, conversation list in the middle, the active thread on the right.

Default tabs

• Open — anything that hasn't been resolved or escalated to a human owner.
• Needs you — escalated conversations that need a human reply.
• Resolved — closed conversations, sorted by recency.
• All — every conversation, no filter.

Filters

• Channel — widget, Discord, all.
• Confidence — slider for the bot's confidence score.
• User — filter to a specific user (if you're using identify).
• Tag — manual tags you've added.
• Time range — last hour, day, week, custom.

Per-conversation actions

Take over

Click Take overon any thread. The bot stops auto-replying — you become the responder. Your replies post under your name on the widget side, or under the bot on Discord (so users don't bounce between voices).

Edit and re-send

On an escalation, the bot leaves a draft reply attached. Edit and click Send. The bot ships your version. The diff is captured for style learning.

Mark resolved

Manually close a thread. Useful when the user stops replying but you're sure the issue is fixed. Resolution counts toward your metered usage — see Pricing.

Snooze

Hide a conversation until a chosen time (next morning, in 3 days, etc). Useful for threads waiting on user input.

Tag

Free-text tags. Common ones: billing, bug, feature-request, vip. Tags drive filters and let you build saved views.

Detail view

For each conversation, the right panel shows:

• The full transcript with confidence on each bot reply.
• The user's identity (if available).
• The page they were on when they asked.
• The chunks the agent retrieved — useful when the answer is wrong and you want to know why.
• Custom events you've sent via sendEvent.

Keyboard shortcuts

• J / K — next / prev conversation
• R — reply
• T — take over
• E — mark resolved
• S — snooze
• ? — open the shortcut sheet