The “Inbox” section collects customer conversations with AI employees: from the website chat, the chat page and Telegram. Here you follow conversations and reply yourself when a customer needs help from a person.
Where to find it
Open “Inbox” in the top menu. If the “Support requests” module is not connected, the “Conversations” page opens right away. If it is connected, the section opens on the “Requests” tab, and all conversations are on the “All conversations” tab.
When customers are waiting for a reply, a hint with a button that takes you to them appears on the “Home” page.
How to find a conversation
- Choose a queue in the list above the conversations: “All”, “Need someone” or “Mine”. The number of conversations is shown next to each queue.
- Use the “Website chat” and “Telegram” buttons to show or hide conversations from that channel.
- To find a conversation, type the customer's name or the message text into the search.
The “Need someone” queue contains conversations where the customer is waiting for a reply or the AI employee handed the conversation over to the team. The “Mine” queue contains conversations that you have accepted. If there are many conversations, the list is split into pages, and the queue counters count the conversations on the current page.
Conversation statuses
- “AI employee is replying” — the AI is handling the conversation, you do not need to step in;
- “Awaiting reply” — the customer has written and needs a reply;
- “Assigned to you” — you accepted the conversation and are replying to the customer;
- “Assigned to a colleague” — another team member accepted the conversation;
- “Closed” — the conversation is closed.
The “Test” label means the conversation came through the test code for developers. Such conversations are not counted as customer support requests.
How to reply to a customer
- Select a conversation in the list. The conversation opens.
- Click “Take conversation”. The AI employee stops replying in this conversation, and you reply from now on.
- Type your text in the “Response to client” field.
- To have the AI prepare a text for you, click “Suggest an answer”. Check it and edit it if needed.
- To insert a ready-made reply, click “Reply templates”, choose a template, fill in the fields if there are any, and click “Insert into reply”.
- Click “Send”.
A reply can be up to 2000 characters long. The customer receives it in the same channel they wrote from.
How to close a conversation without replying
If no reply is needed, for example the customer just said thank you, click “Close without replying”. This button is available for conversations that are waiting for a reply while nobody has accepted them. The conversation gets the “Closed” status. If the customer writes again, the conversation will be waiting for a reply again.
Details and conversation history
The “Details” button shows the conversation status, the AI employee handling it and the start date.
The button with the copy icon next to “Details” is “Copy dialogue”. It copies the whole conversation, including earlier messages, to the clipboard in Markdown format: the customer name, channel, AI employee and every message in order with its author and time. You can paste the text into a document, email or note. The same action is available in an open support request on the “Requests” tab.
New messages appear without reloading the page. If you are reading the beginning of the conversation, click “New messages ↓” to jump to the latest ones. Earlier messages open with the “Show earlier messages” button.
If you came here with the “This employee's conversations” button, the list shows only that employee's conversations. To see everyone again, click “All employees”.
Good to know
- Owner, Administrator and Operator can reply to customers and accept conversations. Viewer reads the conversations but does not reply.
- A conversation accepted by a colleague is handled only by that colleague.
- To complete accepted conversations and return them to the AI employee, connect the “Requests” module: the “Complete” button on the “Requests” tab closes your support request and immediately returns the conversation to the AI employee.
- When the AI employee replies to customers and when the team steps in depends on the mode in the employee's “Who responds to clients” block.