{"Status":true,"Message":"","Response":{"post":{"postuid":"68691f2a-3607-4570-846f-3b0c57010f81","tenantuid":"d8b744fc-2e70-4089-bb80-dd1d08f6c7b2","projectuid":"fc6490ac-7527-4f49-b06e-46f701280e85","title":"Using the Chat Inbox","slug":"article/using-the-chat-inbox","html":"\u003Cp\u003EThe inbox is where your team works chat conversations. Open it from \u003Cb\u003EInbox\u003C/b\u003E in your project\u0027s sidebar. Everyone on your account can use it, and any number of teammates can have it open at once. Everything updates live.\u003C/p\u003E\u003Ch2 id=\u0022the_layout\u0022\u003EThe layout\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EArea\u003C/th\u003E\u003Cth\u003EWhat it shows\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EHeader\u003C/td\u003E\u003Ctd\u003EYour status (Available or Away), Enable alerts, Full screen, Reports and Messenger settings\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EViews (left)\u003C/td\u003E\u003Ctd\u003EYour conversation queues, with counts, and who on your team is online\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EConversation list\u003C/td\u003E\u003Ctd\u003EVisitor name, latest message, time, and who is handling it. A blue dot means unread visitor messages.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EConversation\u003C/td\u003E\u003Ctd\u003EThe full thread, a status banner, action buttons and the reply box\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EDetails (right)\u003C/td\u003E\u003Ctd\u003EContact details, verification status, current page, browser, custom attributes, team and previous conversations\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Ch2 id=\u0022views\u0022\u003EViews\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EView\u003C/th\u003E\u003Cth\u003EContains\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003EWaiting for team\u003C/td\u003E\u003Ctd\u003EConversations handed to your team that nobody has taken yet. Keep this at zero.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAssigned to me\u003C/td\u003E\u003Ctd\u003EConversations you own\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAI live\u003C/td\u003E\u003Ctd\u003EConversations the AI is handling right now\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAll open\u003C/td\u003E\u003Ctd\u003EEvery open conversation\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ESnoozed\u003C/td\u003E\u003Ctd\u003EConversations parked until later\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EClosed\u003C/td\u003E\u003Ctd\u003EFinished conversations\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Ch2 id=\u0022your_status_and_alerts\u0022\u003EYour status and alerts\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003E\u003Cb\u003EAvailable\u003C/b\u003E or \u003Cb\u003EAway\u003C/b\u003E. When you\u0027re Available with the inbox open, visitors see your team as online, and handoffs alert you.\u003C/li\u003E\u003Cli\u003EClick \u003Cb\u003EEnable alerts\u003C/b\u003E once to get browser notifications and a sound when a conversation needs a person.\u003C/li\u003E\u003Cli\u003EWhen nobody has the inbox open, alerts go to Slack and email. See \u003Ca href=\u0022/article/chat-notifications-and-teams\u0022\u003EChat Notifications and Teams\u003C/a\u003E.\u003C/li\u003E\u003C/ul\u003E\u003Ch2 id=\u0022replying\u0022\u003EReplying\u003C/h2\u003E\u003Cul\u003E\u003Cli\u003E\u003Cb\u003EReply\u003C/b\u003E goes to the visitor. Enter sends; Shift\u002BEnter starts a new line.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003ENote\u003C/b\u003E is an internal note, shown in yellow. Visitors never see it.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003ESaved replies\u003C/b\u003E inserts a canned response. \u003Ccode\u003E{{first_name}}\u003C/code\u003E, \u003Ccode\u003E{{name}}\u003C/code\u003E and \u003Ccode\u003E{{email}}\u003C/code\u003E are filled in automatically. Manage saved replies in Messenger settings.\u003C/li\u003E\u003Cli\u003E\u003Cb\u003EDraft with AI\u003C/b\u003E writes a reply from your articles for you to edit. Nothing is sent until you send it.\u003C/li\u003E\u003C/ul\u003E\u003Cp\u003EYou can see what the visitor is typing before they send it, and teammates can see when you\u0027re replying.\u003C/p\u003E\u003Ch2 id=\u0022managing_conversations\u0022\u003EManaging conversations\u003C/h2\u003E\u003Ctable border=\u00221\u0022 style=\u0022border-collapse: collapse; width: 100%;\u0022\u003E\u003Cthead\u003E\u003Ctr\u003E\u003Cth\u003EAction\u003C/th\u003E\u003Cth\u003EWhat happens\u003C/th\u003E\u003C/tr\u003E\u003C/thead\u003E\u003Ctr\u003E\u003Ctd\u003ETake over / Take it\u003C/td\u003E\u003Ctd\u003EYou own the conversation, and the AI stops. See \u003Ca href=\u0022/article/taking-over-a-chat-from-the-ai\u0022\u003ETaking Over a Chat from the AI\u003C/a\u003E.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EAssign\u003C/td\u003E\u003Ctd\u003EGive it to a teammate, or return it to the Waiting queue\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EHand back to AI\u003C/td\u003E\u003Ctd\u003EThe AI answers the visitor\u0027s next message\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ESnooze\u003C/td\u003E\u003Ctd\u003EPark it for 1 hour, 4 hours, until tomorrow, or next week. It returns early if the visitor writes.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003EClose\u003C/td\u003E\u003Ctd\u003EFinish it. The visitor is asked for a rating. If they write again, the AI answers first.\u003C/td\u003E\u003C/tr\u003E\u003Ctr\u003E\u003Ctd\u003ETeam\u003C/td\u003E\u003Ctd\u003EIn the details panel: move the conversation to another team, so its alerts go there\u003C/td\u003E\u003C/tr\u003E\u003C/table\u003E\u003Ch2 id=\u0022full_screen\u0022\u003EFull screen\u003C/h2\u003E\u003Cp\u003EClick \u003Cb\u003EFull screen\u003C/b\u003E to fill the whole browser window with the inbox. Press Esc or click \u003Cb\u003EExit full screen\u003C/b\u003E to leave. The inbox remembers your choice.\u003C/p\u003E\u003Cp\u003ESee how your team is doing in \u003Ca href=\u0022/article/chat-reports\u0022\u003EChat Reports\u003C/a\u003E.\u003C/p\u003E","publish_status":0,"post_type":"Article","author":{},"featured_image_updating":false,"meta_description":"Live-updating team inbox for managing chat conversations with status, alerts, AI assistance, full conversation details, and easy collaboration features.","display_toc":true,"has_workingcopy":false,"allow_indexing":true,"total_views":0,"date_published":"2026-09-26T16:45:23.947","date_updated":"2026-09-26T16:45:24.617","date_created":"2026-09-26T16:30:21.743"}}}