Managing Conversations
Monitor and manage all customer conversations from a unified inbox.
Inbox Layout
The inbox is organized in three panels:
- Left Panel: Channel filters (All, Web Widget, WhatsApp, Instagram) and Active/Archived tabs.
- Center Panel: Conversation list with search, and the active message thread.
- Right Panel: Lead sidebar showing contact details extracted from the conversation.
Conversation Actions
- Search: Find conversations by keyword.
- Archive: Move resolved conversations to the archive.
- Human Takeover: Switch between AI and human mode.
- Attach Products: Send product carousels directly in the chat.
- Translate: Translate outgoing messages between English and Spanish.
Lead Sidebar
When the AI detects contact information in a conversation (name, email, phone), it automatically creates or updates a lead in your CRM. You can view and edit lead details directly from the inbox.