Operator inbox

The inbox is a three-pane view:

• Left rail — workspace navigation: Inbox, Contacts, Knowledge, Analytics, Settings.
• Middle column — conversation list, most recent activity first. Filter by status, assignee, tag, or the channel a conversation arrived on (widget, Telegram, WhatsApp, email). Select several rows to resolve, reopen or delete them in one go.
• Right pane — the active conversation: message thread, contact sidebar with attributes and tags, composer with AI tools.

A conversation that goes quiet closes on its own after the number of days set in Settings → General, seven by default. The next thing that visitor asks then opens a fresh conversation instead of landing at the bottom of a months-old one, which is what keeps labels and the figures built on them meaningful over time. Turn it off there if you would rather keep one running thread per person. Either way nothing is lost: a visitor writing into a closed conversation reopens it.

Changing status is recorded in the audit log together with the actor and timestamp.

A conversation can be assigned to a single operator at a time. Assigning sends them a browser push notification (if enabled). Reassignments take effect live for everyone viewing the conversation and are audit-logged.

Auto-assignment is configured under Settings → General → Auto-assignment:

• Manual — nobody is assigned until an operator picks the conversation up. The default.
• Round robin — new conversations rotate through the team in order.
• Least busy — new conversations go to the operator with the fewest open threads.

Assigning a conversation sends the operator a real-time browser push (if they've enabled it). Separately, the bell in the top bar collects lower-frequency account alerts — you're nearing your conversation or AI token quota, a subscription needs attention, or a conversation just got a low rating. Click it to review them and mark them read.

If your account holds several workspaces, the switcher at the top left carries the counts for all of them: unread conversations, visitors on the site, and a red badge for customers kept waiting more than five minutes. A dot on the button means something needs attention in a workspace you are not currently in. Push notifications reach you from every workspace your account owns — the notification names the workspace and opening it switches you there.

Each workspace can have its own colour — Profile → Workspace colour. The whole dashboard takes it on, and the switcher shows it as a dot before every workspace name, so with several open you can tell which one you are answering from. The colour is yours alone: a teammate can pick a different one for the same workspace. The red dot after the name still means someone is waiting elsewhere — red, amber, green and blue are kept for signals and are not offered as colours.

For long shifts there is a higher-contrast mode — Profile → Contrast. Secondary text such as timestamps and hints gets darker (or brighter, in the dark theme), borders become solid lines, see-through panels become solid and the keyboard focus ring gets thicker; every text reaches 7:1, the WCAG AAA level. On “Match system” it turns on by itself when “Increase contrast” is enabled in macOS or Windows. It is saved per browser, like light and dark, and keeps your workspace colour.

Profile → Notifications decides how each event reaches you: a browser notification, a sound, both or neither — for a new message and, separately, for a visitor who has only opened the chat. The chat-opened notification is on by default and can be switched off without missing anything: their first message still arrives as a new message. Browser notifications are yours alone and set per workspace; sounds are set per device. “Send a test notification” checks the whole path in one click and says what is in the way if nothing arrives.

A low rating reaches the bell already — but somebody furious does not stop to rate anything. They write one more message and leave. So every visitor message is read for one narrow question: has this person stopped expecting the chat to help them? Not "are they unhappy" — most people write to support because something is wrong.

When the answer is yes, the conversation gets a red mark in the inbox with a few words on why, a critical note goes to the bell, and the workspace admins get an email with a link straight to the thread. It happens once per conversation, and nothing clears the mark on its own — the point is that a person deals with it.

A rule is one sentence: when something happens in a conversation, if it matches, do this. Settings → Replies & automation → Automations. The first one most teams write: when the label "Presale" lands on a chat, assign it to whoever handles presale and tell them. The label the FAQ bot applies when a visitor picks a menu branch is what starts it.

Rules do not replace what you already set up — they narrow it. Auto-assignment stays the fallback for everything; a rule overrides it for the conversations it matches. Every pass is recorded, including the ones that did nothing and why, because "why is this chat assigned to me" and "why is it not" are the same question.

The contact sidebar of every conversation has a Notes section. Notes are visible to other operators on the workspace but never to the visitor.

Spotted a typo after sending? Hover your reply and click the pencil, or press ↑ in an empty composer to reopen your last one. Enter saves, Esc cancels. You can edit your own text replies for 15 minutes after sending; the bubble then shows "edited".

In the website chat and in Telegram the customer sees the corrected text in place, marked as edited. A WhatsApp message or an email is already in the customer's hands and can't be changed, so editing is off there — send a short correction as a new message instead.

Two AI tools live in the composer (Pro plan, AI agent enabled):

• Summarize — generates a concise overview of the thread: request, key facts, unresolved questions. Cached on the conversation; regenerate to force a fresh call. Counts against your monthly AI token allowance.
• AI draft reply — drafts an answer from the conversation and your knowledge base, with the sources it leaned on listed next to the draft. Nothing is sent until you review and press send.

If the AI agent is set to suggest replies while you're online, drafts also appear automatically above the composer when a visitor message arrives — see AI agent.

Single-key shortcuts work while a conversation is in focus and pause automatically while you're typing a reply, so they never interfere with the composer. Press ? in the inbox for the full list.

• J / K — next / previous conversation.
• / — jump to the conversation search (in the composer, / opens quick replies instead).
• 1 / 2 / 3 — filter All / Mine / Unassigned.
• R — reply (focus the composer).
• E — resolve, or reopen if already resolved.
• A — assignee menu; M — assign to me.
• D — AI draft reply; S — summarize the conversation.
• N — add an internal note (opens the contact panel).
• # — delete (asks you to confirm first).
• Enter sends; Shift+Enter adds a new line; ⌘/Ctrl+Enter also sends.
• Esc — close a popup or unfocus the composer (so single-key shortcuts resume).

Deleting a conversation moves it to the trash, where it stays recoverable for 30 days. Open the trash via the bin icon at the top of the conversation list to restore; after 30 days the conversation is permanently removed. Deletions and restores are audit-logged.

The Visitors page lists everyone on your site right now: the page they are reading, how long they have been browsing, how many pages they have seen, the country the request came from, and where they arrived from. Returning visitors you have chatted with before show their name.

Each row has one action — say hello. Your message creates the conversation and lands in the visitor’s widget within seconds, even if they have never opened the chat. From there it behaves like any other conversation in the inbox.

Analytics opens with a map of where visitors ask: every page that started conversations, ranked by volume, with a bar whose intensity shows the share of all questions it accounts for.

Each row also shows how many of those conversations never got an answer, how long visitors browsed before asking, the average rating they left, and the three most common tags. A page with heavy volume and a red unanswered count is the one to go fix — usually its copy is missing something people need.

Every visitor who sends a message gets a contact record under Contacts: their name and email (if shared), tags, an activity log, and every conversation they have ever had.

To honour a GDPR erasure request: open the contact, click Erase, confirm. The action cascades through messages, attachments, AI summaries, and notes. The audit log retains an anonymised record of the action (who, when, by whose request) — not the data itself.

Key state-changing actions — settings changes, role changes, conversation deletion and restore, contact erasure, data export, and admin actions — are recorded with timestamp, actor, target, and a structured payload describing the change. Visible to operators with the appropriate role under Settings → Audit log. Retained 6 months on the live system.