Inbox

The Inbox page is your central command center for handling live customer support tickets. It allows human agents to take over conversations from the AI, collaborate using hidden notes, and drastically speed up response times using the AI Co-Pilot.

Key Features

• Agent Status Toggle: Control whether your team is currently available to accept live chats.
• Active Inquiries List: Monitor and select ongoing customer conversations in real-time.
• Customer Context: View automatic metadata for each user, including their browser, operating system, location, and the specific page URL they are viewing.
• Internal Notes: Send private, internal messages within a chat that are completely invisible to the customer.
• Quick Replies (Canned Responses): Save and insert frequently used messages with a single click.
• AI Co-Pilot: Use the AI to automatically draft suggested human responses based on the context of the conversation and your knowledge base.

How to Use

Managing Your Availability

In the top-left corner of the sidebar, you will find the Agent Status toggle.

• Click the toggle to switch between Online (green) and Offline (gray).
• Note: When you are offline, the chat widget will automatically route users to submit an email ticket instead of expecting a live chat response.

Handling Conversations

1. Select a conversation from the Active Inquiries list in the left sidebar.
2. The main chat area will load the user's history, previous AI context, and any live messages.
3. At the top of the chat area, you can review the user's metadata (location, OS, current URL) to better understand their issue.
4. Type your reply into the chat input at the bottom and click Send.
5. Once the issue is handled, click the Mark as Resolved button in the top right corner to close the ticket.

Using Internal Notes

If you need to leave context for another agent or leave a reminder for yourself:

1. Check the Internal Note (Hidden from user) box below the chat input.
2. The send button will change to Add Note.
3. Type your message and submit. Internal notes appear in the chat history with a dashed border and an "Internal Note" label, ensuring you know they are private.

Using the AI Co-Pilot

The AI Co-Pilot helps you draft responses instantly:

• Auto-drafting: If the last message in a conversation was sent by the user, the AI Co-Pilot will automatically begin generating a suggested reply in a box above the chat input.
• Manual generation: You can manually trigger a draft by clicking the Sparkles Icon next to the chat input.
• Applying drafts: If you like the suggestion, click Use Draft to drop it into your text input, where you can edit it before sending. You can dismiss a draft by clicking the X (Clear) icon.

Managing Quick Replies (Canned Responses)

To save time on repetitive questions:

1. Click the Zap Icon (lightning bolt) next to the chat input to open the Quick Replies menu.
2. To use a reply: Click any existing saved reply to instantly insert it into your chat input.
3. To save a new reply: Type your message into the "Save new reply..." input at the bottom of the menu and click Save.
4. To delete a reply: Hover over the response in the list and click the X (Clear) icon.

Important Notes (or Pro Tips)

• Real-Time Sync: If multiple agents are viewing the same ticket, messages and internal notes will appear in real-time across all dashboard screens.
• Typing Indicators: You will see a "User is typing..." indicator when the customer is drafting a message, helping you avoid interrupting them.