Team Inbox

The Team Inbox is a workspace-wide view of every conversation across all your agents and connected channels: Webchat, Slack, Teams, Telegram, Lark, WhatsApp, API, the embedded widget. It’s reached from your workspace navigation, not from an individual agent, so everything shows up at once instead of you checking each agent separately.

Browsing conversations

The left-hand sidebar lists every conversation (“session”), most recent first. Each row shows:

Which channel it came through
Who’s on the other end (a name where available, or a phone number for WhatsApp)
The agent that’s handling it
When the last message was sent

You can narrow the list down using:

Channel filter — show only conversations from one channel
Agent filter — show only conversations for one specific agent
Search — find a conversation by participant, agent name, or channel
Time filter — restrict to the last hour, 6 hours, 24 hours, 7 days, or a custom date range

Select any conversation to see the full message history on the right, with timestamps and sender labels for both individual chats and group conversations.

Taking over from the AI (Stop AI)

Every conversation has a Stop AI button. Clicking it pauses the agent for that one conversation: it stops replying automatically, so someone on your team can step in and respond directly. The button then reads Resume AI, so you can hand the conversation back once you’re done.

Useful for a sensitive complaint, a negotiation, or anything the agent handles poorly.

Other actions

Evaluate — run a quality check on a conversation to see how well the agent handled it, useful for reviewing tricky interactions.
Clear — permanently delete a conversation’s history if it’s no longer needed. This can’t be undone, so you’ll be asked to confirm first.