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What the inbox is

Every time a visitor opens the widget on your site and sends a message, a session is created. The Inbox is the list of those sessions — like an email inbox, but for widget conversations.

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The session list

Open Inbox in the sidebar. Each row shows:
  • The visitor’s name (if provided) or a phone/anonymous label
  • The last message preview
  • Unread count badge
  • When the last message was sent
  • Which project the conversation is about (if any)
Sort by Unread first to work through your queue.

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Reply from the inbox

Open a session to see the full transcript. Two ways to respond:

Type a reply

Your reply appears in the widget as coming from your team, not from the AI.

Suggest to AI

Ask the AI to draft the reply based on the thread and your knowledge base. Edit, then send.

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Convert to a lead

Every session that includes a phone number or email is automatically promoted to a CRM lead. You can also manually promote any conversation with the Add to CRM button — pick the stage (new, contacted, qualified, etc) and it lands in your pipeline.

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Notifications

  • In-app: unread count on the sidebar Inbox item
  • Email: sent to every workspace member with the agent role or above, throttled to one summary per 15 minutes
  • WhatsApp: if you’ve connected WhatsApp under Settings → WhatsApp, new sessions ping the connected number instantly

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Auto-response window

The widget’s AI answers instantly. If a visitor asks for a human, we mark the session Escalated and the AI stops replying until a team member takes over. Escalated sessions sit at the top of the inbox with a red flag.
Deleting a session is permanent. If you want to hide but keep the record, use Archive — the transcript stays in your database and can be searched later.