Live Chat & Inbox
A unified inbox where conversations from website chat, WhatsApp and email arrive, so your team can reply in real time.
1 min read
The Inbox is your team's shared home for customer conversations. Whether a message comes from website chat, WhatsApp or email, it lands in one place - so nothing slips through the cracks.
What it does
- Unifies channels - website chat, WhatsApp and email in a single view.
- Real-time chat - reply to website visitors live while they're still browsing.
- Human handoff - pick up conversations the chatbot escalates, with the full history visible.
- Visitor context - see who you're talking to: the pages they're viewing and their history.
Why it matters
Customers don't think in "channels" - they just message you. A unified inbox means your team answers faster, keeps context, and presents one consistent voice no matter how someone reaches out.
How to use it
- Open the Inbox (Conversations).
- Select a conversation to see the full thread and visitor details.
- Reply in real time, or take over from the chatbot.
- Assign the conversation to a teammate if it needs a specialist.
- Close it when resolved - or convert it into a ticket if it needs tracking.
Stay on top of it
- Real-time notifications alert you to new messages and conversations.
- Conversations carry the visitor's details, so a chat can become a lead with no re-typing.
Route to the right person
Use workflows to auto-assign conversations based on rules, so urgent or specialised requests reach the right teammate immediately.