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
Section titled “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.
Step 1: Open the inbox
Section titled “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
Section titled “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, messages fans send you there also land in this same inbox.
Step 3: Filter and search conversations
Section titled “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.
Step 4: Tell what the bot resolved apart from what needs a person
Section titled “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
Section titled “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.
Result
Section titled “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.