Conversation Management 💬
Dashboard → Inbox is your central view of every conversation happening — or that has happened — on your widget. Think of it like an email inbox, but for chat.
Conversation states
Every conversation is in one of four states:
| State | What it means |
|---|---|
| Open | The AI is actively handling this conversation |
| Pending | Visitor requested a human — waiting for your team to claim it |
| Claimed | A team member has taken over and is chatting live |
| Closed | Conversation is resolved and archived |
Searching and filtering
Use the search bar and filters at the top of the Inbox to find specific conversations:
- Search by visitor email, name, or message content
- Filter by status — show only Pending conversations, for example
- Filter by date range — see conversations from a specific period
Reading a conversation
Click any conversation to open the full transcript. You can see:
- Every message the visitor sent
- Every response the AI gave
- Any messages your team sent during a handoff
- The visitor's name and email (if collected)
- The page URL where the conversation started
- Timestamps on every message
Closing conversations
A conversation should be closed when the visitor's question is resolved. Close it by:
- Opening the conversation
- Clicking Close Conversation
Closed conversations stay in the Inbox — they're never deleted. You can search and review them at any time.
Exporting conversations
Need to share a transcript with your team or audit a conversation? Click the conversation, then Export → Copy transcript to get a plain-text version.