# How to manage the chatbot inbox

The chatbot inbox brings together, in one place, every conversation your fans have with the assistant, whether it comes from your website chat, the app or WhatsApp. You no longer have to check the team's phone, WhatsApp Business and your website inbox separately: it all lands here.

In this guide you'll learn to read the inbox, filter conversations, tell what the bot resolved apart from what needed a person, and step in when needed. About 6 minutes.

## Before you start

You need the chatbot active and with at least one real conversation. If you haven't set it up yet, first follow [set up your chatbot](/en/chatbot/set-up-your-chatbot/).

## Step 1: Open the inbox

In the side menu, inside the **Chatbot** section, click **Inbox**.

You'll see a row of counters at the top (Bot in progress, In progress, Escalated, Resolved) and, below, the list of conversations sorted by date, most recent first.

Those counters are just a summary: they tell you at a glance how much work the bot is handling and how much has needed a person. They aren't buttons, so you can't click them to filter.

## Step 2: Learn where conversations come from

Each conversation in the list carries an icon showing its source channel. The inbox receives three channels:

- **Web chat**: the widget you install on your website or landing page from **Chatbot → Web channel**. There you get the installation snippet, customize the appearance and decide which domains it can appear on.
- **App**: conversations your fans start from the app land directly in the inbox, with no separate installation needed.
- **WhatsApp**: if you already have your WhatsApp Business account connected for campaigns, under [activate your communication channels](/en/deliverability/activate-your-channels/), messages fans send you there also land in this same inbox.

:::note[Note]
You don't need to activate all three channels at once. With web chat alone you already have conversations to manage; add the others when you need them.
:::

## Step 3: Filter and search conversations

The left column has two blocks of filters:

**Views**: All, Mine (assigned to you), Unassigned, In progress (where an agent is already intervening) and Resolved.

**Channels**: All, Web chat, Widget and WhatsApp.

Click any of these options to narrow the list. For example, filtering by **In progress** shows only the conversations where someone from your team is writing right now.

You can also type into the search box at the top by name, email or phone if you know the contact's details.

:::tip[Tip]
If you filter by channel, the "All" counter changes to reflect only that channel's conversations. It's a quick way to see how much volume you're getting from each channel.
:::

## Step 4: Tell what the bot resolved apart from what needs a person

Every conversation has a status label telling you who's handling it:

| State | What it means |
|---|---|
| **Bot in progress** | The assistant is responding on its own, with no one from your team having stepped in. |
| **In progress** | A human agent has taken control of the conversation. |
| **Escalated** | The bot couldn't resolve the query and is waiting for a person to handle it. |
| **Resolved** | The conversation has been closed. |

Click any conversation to open the full thread. The contact panel appears on the right, with the channel, the state and the number of messages.

## Step 5: Step in when needed

If you see the bot isn't answering well, or the fan asks to speak with a person, click the **Intervene** button in the top corner of the conversation.

The moment you intervene, the bot stops responding. A text field appears at the bottom for you to write directly to the fan, plus a **Return to bot** button in case you want the assistant to take the conversation back over later.

:::caution[Important]
Intervening is a real action: as soon as you write and send, your message reaches the fan directly. Don't do this as a test on a real conversation.
:::

## Result

You now know your way around the inbox: filtering, telling what the bot handled apart from what needed a person, and stepping in when needed.

What used to be scattered across the team's phone, WhatsApp Business and the support inbox, you now manage from one place.

:::tip[Tip]
Check the inbox regularly, especially the **Escalated** conversations: that's exactly what your bot still doesn't know how to answer. [Link tracking and chatbot performance](/en/chatbot/link-tracking-and-performance/) explains the reasoning behind this review in more detail.
:::

## Next step

- [Link tracking and chatbot performance](/en/chatbot/link-tracking-and-performance/)
- [Configure your chatbot](/en/chatbot/configuration/)
- [How the Nevent chatbot works](/en/chatbot/how-it-works/)
- [Chatbot reference](/en/chatbot/reference/)