Support operations  /  Inbox

Inbox

All conversations in one place — with assignees, tags, macros, and message actions.

Taking over a conversation

In a conversation the AI is handling, click 'Start handling' to stop the AI's responses and assign yourself as the owner.

Tags

• Assign tags to a conversation from the right panel.
• Click a tag to filter the inbox by that tag.
• Create, edit, and delete tags in Settings > Conversation tags.

Macros (frequently used replies)

• Save replies in Settings > Macros.
• Open the list with the ⚡ button in the input box.
• Type / in the input box to bring up autocomplete and insert instantly with Enter.

Message hover actions

Hover over a message to reveal Copy · Save as macro · Save as AI knowledge. Turn a great reply into a reusable asset right on the spot.

Right panel

• Customer profile card — VOC score (calculated by AI from the conversation) and customer info.
• Order history — real-time order cards for e-commerce type workspaces.
• Timeline — a record of visit and conversation events.