Queues and filters
Filter by Open, Pending, Resolved, Unassigned, priority and whether AI or a person handled the conversation.
Shared Inbox
Give every conversation an owner
See AI and human conversations in one place. Keep the transcript, identify who should act next and resolve issues without asking customers to repeat themselves.
Shared Inbox
Get startedKeep the support queue readable
Use the same workspace for a fresh widget chat, an AI handoff, or a conversation your teammate reopened.
Assignment and transfer
Send a thread to the appropriate team or teammate. Change the owner when the next action moves to someone else.
Internal notes
Keep context and instructions inside the team. Write notes separately from customer replies.
Saved replies
Reuse approved replies for routine questions and personalize the details before sending.
Tags and priority
Group conversations by issue, set urgency and make recurring topics easier to review.
Conversation history
See past messages and visitor context together. Mark a conversation resolved or reopen it when needed.
The handoff keeps its context
A visitor can request a person, or the agent can escalate a question. The inbox receives the whole thread, including the events that led to the handoff.
-
A clear handoff event
The team can see when and why the conversation moved from AI to human support.
-
AI pauses during human handling
The assigned teammate can review, reply and choose the next state without competing replies.
-
Useful visitor context
See details the visitor shared and the page they were on where available.
From new chat to resolution
Keep the status and owner clear through each change.
-
1
Receive
The visitor starts a conversation from your website widget.
-
2
Triage
The agent answers from knowledge or flags the thread for a teammate.
-
3
Reply
The assignee reads the transcript and sends a customer reply or adds a private note.
-
4
Resolve
Close the thread, request feedback when configured or reopen if needed.
Frequently asked questions
Find the next detail you need before setting up or choosing a plan.
Will the customer see internal notes?
Internal notes belong to the workspace conversation and are distinct from the customer-facing reply.
What happens to AI replies after handoff?
AI pauses while a person is handling the thread, according to your handoff settings.
Can we review older conversations?
Use search and filters to find the conversation history available in your workspace.
Bring AI and your team into one inbox
Give your next customer question a clear next owner.