The Inbox module enables users to manage live conversations with website visitors who request human assistance through the chatbot widget using the Talk To Human feature.
It acts as a centralized communication hub where support agents or sales teams can continue conversations beyond AI interactions.
Conversations Panel
The left panel displays all visitor conversations that have been escalated to a human agent.
Features
- View all incoming human chat requests.
- Display active conversations.
- Access previous conversations.
- Select a conversation to open the chat window.
Conversation Information
Each conversation includes:
- Visitor name
- Visitor email
- Chat status
- Latest message
- Conversation timestamp
Empty State
When no visitor requests human assistance, the page displays:
No human chats yet
When a visitor clicks Talk to Human on your widget,
the conversation appears here.
Human Handoff Workflow
The Inbox is triggered when a visitor clicks:
Talk To Human
inside the chatbot widget.
Workflow:
Visitor opens chatbot
↓
Interacts with AI chatbot
↓
Clicks Talk To Human
↓
Conversation is created
↓
Appears in Inbox
↓
Agent replies manually
Chat Window
The right panel displays the selected conversation.
Features
- Real-time messaging
- View visitor messages
- Send manual replies
- Continue conversations after AI escalation
Empty State
When no conversation is selected, the system displays:
Select a conversation
Choose a visitor thread to start chatting.
Live Human Support
The Inbox allows teams to:
- Provide personalized assistance
- Answer complex questions
- Handle support requests
- Qualify leads manually
- Continue sales conversations
- Resolve issues that require human intervention
Visitor Information
When available, conversations can include:
- Name
- Email address
- Company
- Phone number
- Custom visitor fields
- Lead score
This information helps agents provide contextual responses.
Real-Time Communication
The Inbox supports:
- Instant conversation updates
- Live message delivery
- Human agent responses
- Continuous visitor engagement
Integration with Lead Management
Conversations are connected with:
- All Leads
- Lead Management
- Lead Scoring
- Analytics
This enables teams to:
- Track visitor engagement
- Monitor support activity
- Convert visitors into qualified leads