Review calls and conversations in the Inbox

The Inbox holds every call and conversation in your active workspace: phone calls, browser calls, website chats, Instagram messages and texts. It also lists calls your team took with Staff answers first.

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Filter the list

The list on the left shows the latest activity first. Pick a filter above it to narrow the list:

• All: everything
• Phone, Website, Instagram, SMS or Web call: one channel

Instagram shows only once you connect an Instagram account. With more than one agent, an agent picker sits beside the filters. Pick an agent to see only what it handled, or All agents to see everything. To find a call or conversation, click Search in the sidebar or press Cmd+K (Ctrl+K on Windows). It searches contacts, calls and messages. Click Load more at the bottom of the list for older items. Each item shows the contact, its channel and when it happened. With more than one agent, it also shows which agent handled it.

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Open a call

Click a call to open it beside the list. On a phone, it opens full screen, and the back arrow returns to the list. With more than one agent, Handled by names the agent that answered. Owners and admins can click the name to open that agent’s settings. A call has three tabs, and Details opens first: If the agent takes a callback request or a message during a call, the task appears on Details. Click Mark done when your team has followed up. For a cancellation or reschedule request, click Approve cancellation or Approve reschedule, or click Other time to move the appointment to a different time. Call outcomes include:

• Appointment booked
• Scheduling started but not completed
• Message taken
• Answered by your team. These calls have no transcript or recording.
• Transfer completed, busy, or failed
• Completed without a structured outcome
• Failed, canceled, no-answer, or technical issue

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Reply to a conversation

Website chat, Instagram and SMS conversations open as a message thread, with each message’s time. The AI doesn’t reply to SMS, so texts sent to your business number wait in the Inbox for your reply. Website chat is restricted and only appears for workspaces that already have widget keys.

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Take over or resume AI

Website chat threads show who answers them in the header. Click Take over when someone on your team should handle the conversation. Sending a reply in a website chat or an Instagram conversation takes it over too, so the agent doesn’t answer alongside you. Click Resume AI when the agent should answer again. While your team has a website chat, the agent doesn’t answer it, and the visitor sees that a team member will reply. If the visitor still has the chat open, your replies show up there right away. A full web address starting with https:// shows as a link the visitor can open in a new tab. A chat stays with your team, and under Action required on Home, until someone clicks Resume AI. When a website chat has had no messages for a day, the visitor’s next message starts a new chat. SMS threads have no AI handoff control. You answer every text yourself.

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Join a visitor who asks for a person

When a widget has live chat with your team on, a visitor who asks for a person waits for your team. The conversation shows Wants a person in the list and Visitor waiting in its header, and your team gets an alert. Reply, or click Join chat, within 3 minutes to take the chat. The visitor sees that you joined, with the first name on your profile. Click Resume AI to hand the chat back to the agent instead. If nobody joins in time, the agent takes the chat back and offers the visitor a callback. Once you join, the chat goes back to the agent if your team stops writing in it. When nobody on your team has written in it for 10 minutes, the agent answers the visitor’s next message. A chat you took over with Take over, or by replying while the agent had it, stays with your team until someone clicks Resume AI.

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Links from older emails

Links to the old Calls and Messages pages still work. They open the Inbox, filtered to phone calls for Calls, or with the call open when the link pointed at one.