Inbox

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Overview

The Inbox is your unified communication center where all customer interactions converge. Whether someone calls your AI agent, sends a text message, chats on your website, or sends an email, every conversation appears here in real-time. Monitor, respond, and take over conversations when needed — all from a single interface.

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Conversation Types

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Voice Calls

Phone calls handled by your AI agents: Each call includes:

• Full audio recording (with playback controls)
• AI-generated transcript with speaker labels
• Call duration and timestamp
• Caller ID information

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SMS Messages

Text message conversations:

• Two-way SMS threads grouped by contact and service number
• AI-generated responses clearly marked
• Manual replies from team members
• Delivery status indicators (sent, pending, failed)

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Website Chat

Conversations from your embedded chat widget:

• Real-time message threads
• Visitor information (name, email if collected)
• Widget name shown in header
• AI responses marked with indicator
• Pause/Resume AI toggle

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Email

Email conversations connected via Gmail:

• Full email threads grouped by thread ID
• Subject line and sender info
• Quoted text automatically stripped for clean display
• Reply directly from the inbox
• Contact enrichment from email senders

See Email Integration for setup details.

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Inbox Features

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Real-Time Updates

The inbox updates automatically:

• New conversations appear instantly via real-time subscriptions
• Messages arrive without refreshing
• Desktop notifications for new messages (if enabled)

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Unread Indicators

Never miss a conversation:

• Blue dot on unread conversations
• Badge count on inbox icon in navigation
• Conversations marked read when opened
• Mark All Read button to clear all unread indicators

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Conversation List

Each conversation shows at a glance:

• Contact name or phone number/email
• Avatar (from contacts or auto-generated)
• Last message preview (truncated)
• Timestamp (relative: “2m ago”, “Yesterday”)
• Type icon (phone, message, chat bubble, or envelope)
• Call status indicator for voice calls
• Unread count badge

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Filtering

Find conversations quickly with combinable filters: Filter by Type:

• All conversations
• Calls only
• Texts only
• Chat only
• Email only

Filter by Direction:

• All
• Inbound
• Outbound

Filter by Status:

• Missed calls only
• Unread only

Filter by Sentiment:

• Positive
• Neutral
• Negative

Filter by Date:

• Today
• Yesterday
• This week
• This month

Search:

• Phone number
• Contact name
• Message content
• Email address or subject
• Call transcript text

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Conversation Detail View

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Call Details

When viewing a call conversation:

• Contact info with avatar, name, job title, social links
• Caller and callee phone numbers (clickable)
• Call timestamp and duration
• All recordings displayed with individual audio players
• Full transcript with speaker labels (Agent vs Caller)
• Translation link for multilingual conversations
• Quick actions: Call and Message buttons

Recording Features:

• Play/pause control
• Multiple recordings per call (Main Call, Reconnect, Transfer, etc.)
• Recording ID for reference

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SMS Details

When viewing a message conversation:

• Contact name and phone number with avatar
• Service number indicator (which of your numbers)
• Messages in chronological order with timestamps
• Delivery status icons (sent, pending, failed)
• Per-message translation link
• Translate All button for full thread
• Reply input at the bottom
• Quick action: Call button

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Email Details

When viewing an email conversation:

• Contact name and email address
• Service number indicator
• Email subject line
• All messages in thread with sender labels
• Quoted text and signatures stripped for clean display
• Reply button
• Quick actions: Call, Message, and Email buttons

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Chat Details

When viewing a chat conversation:

• Visitor name and avatar
• Widget name
• Visitor email (if collected)
• AI Paused indicator when human has taken over
• Resume AI button to re-enable agent
• Message thread with input
• Infinite scroll for long conversations

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Human Handoff

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Taking Over a Conversation

You can intervene in any SMS or chat conversation:

1. Open the conversation from the inbox
2. Type your message in the reply box
3. Click Send to deliver your response

When you send a manual reply:

• Your message is delivered immediately
• The AI agent pauses for this conversation
• Your messages appear without the AI indicator
• Customer sees a seamless conversation

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Chat AI Controls

For chat conversations specifically:

• AI Paused indicator shows when you’ve taken over
• Resume AI button to let the agent handle responses again

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Multi-Select & Deletion

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Deleting Conversations

Remove conversations you no longer need:

1. Tap Edit in the inbox toolbar
2. Tap Select to Delete to enter selection mode
3. Check the conversations you want to remove
4. Tap Delete (N) to confirm
5. A confirmation modal appears before permanent deletion

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Mobile Swipe Delete

On mobile devices, swipe left on any conversation to reveal the delete button.

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Mark All Read

Clear all unread indicators at once with the Mark All Read button in the Edit menu.

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Translation

For multilingual conversations:

• Per-message translation links on SMS messages
• Translate All Messages button for full SMS threads
• Transcript translation for call recordings
• Translation respects your agent’s language setting

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Contacts Integration

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Auto-Created Contacts

When someone new calls, texts, or emails:

• A contact is automatically created
• Phone number or email is saved
• Name added if provided during conversation or enriched from email data

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Linked Contacts

If a contact already exists:

• Conversation shows contact name and avatar
• Job title, company, and social links displayed
• All conversations linked to that contact

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Email Contact Enrichment

When an email arrives from a new sender:

• Contact data is automatically looked up (company, phone, job title, social profiles)
• If the person already exists as a phone contact, their record is updated with email data
• No duplicate contacts created

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Mobile Experience

On mobile devices:

• Full-screen conversation views with back button
• Swipe left to delete conversations
• Optimized touch targets
• Infinite scroll for conversation list
• Bottom navigation with unread badges

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Notifications

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Desktop Notifications

Enable browser notifications to get alerts for:

• New incoming calls
• New SMS messages
• New chat messages

Configure in Settings → Notifications.

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Push Notifications (PWA)

When installed as a PWA on your home screen:

• Push notifications for new conversations
• Works even when the app isn’t open
• Requires iOS 16.4+ for iPhone