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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, or chats on your website, 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:
StatusDescription
CompletedCall finished normally
MissedCaller hung up before agent answered
VoicemailCaller left a voice message
TransferredCall was transferred to a human
In ProgressCall currently active
Each call includes:
  • Full audio recording (downloadable)
  • AI-generated transcript
  • Call duration and timestamp
  • Caller ID information
  • AI summary of the conversation
  • Sentiment analysis (positive/neutral/negative)

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SMS Messages

Text message conversations:
  • Two-way SMS threads
  • MMS with image support
  • AI-generated responses clearly marked
  • Manual replies from team members
  • Delivery status indicators
  • Opt-out handling

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Website Chat

Conversations from your embedded chat widget:
  • Real-time message threads
  • Visitor information (name, email if collected)
  • Page URL where chat started
  • Browser/device information
  • AI responses marked with indicator

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Inbox Features

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Real-Time Updates

The inbox updates automatically:
  • New conversations appear instantly
  • Messages arrive in real-time via WebSocket
  • No need to refresh the page
  • 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
  • Conversations marked read when opened
  • Mark as unread option for follow-up

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Conversation List

Each conversation shows at a glance:
  • Contact name or phone number
  • Avatar (from contacts or generated)
  • Last message preview (truncated)
  • Timestamp (relative: “2m ago”, “Yesterday”)
  • Type icon (phone, message, or chat bubble)
  • Sentiment indicator (colored dot)
Find conversations quickly: Filter by Type:
  • All conversations
  • Calls only
  • Texts only
  • Chat only
Filter by Status:
  • Unread
  • Needs response
  • Archived
Filter by Sentiment:
  • Positive
  • Neutral
  • Negative
Search Options:
  • Phone number
  • Contact name
  • Message content
  • Date range

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Sorting Options

  • Most recent first (default)
  • Oldest first
  • By sentiment (negative first for priority)
  • By contact name

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Conversation Detail View

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Call Details

When viewing a call conversation: 
┌─────────────────────────────────────────────────────┐
│ +1 (604) 555-1234                    Jan 15, 2:34 PM│
│ John Smith                                          │
├─────────────────────────────────────────────────────┤
│ ▶ ━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━ 3:24        │
│ [Download]                                          │
├─────────────────────────────────────────────────────┤
│ AI Summary                                          │
│ Customer called to schedule an appointment for next │
│ Tuesday. Confirmed availability at 2 PM.            │
├─────────────────────────────────────────────────────┤
│ Transcript                                          │
│ Agent: Thank you for calling. How can I help?       │
│ Caller: Hi, I'd like to make an appointment...      │
│ Agent: Of course! When were you thinking?           │
│ ...                                                 │
├─────────────────────────────────────────────────────┤
│ Duration: 3:24  │  Sentiment: Positive  │  Calls: 1 │
└─────────────────────────────────────────────────────┘
Audio Player Features:
  • Play/pause control
  • Seek within recording
  • Playback speed control (0.5x - 2x)
  • Download recording (MP3)
  • Waveform visualization
Transcript Features:
  • Speaker identification (Agent vs Caller)
  • Timestamps for each turn
  • Search within transcript
  • Copy transcript text

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SMS/Chat Details

When viewing a message conversation: 
┌─────────────────────────────────────────────────────┐
│ +1 (604) 555-1234                                   │
│ John Smith                                          │
├─────────────────────────────────────────────────────┤
│                                    Hi, are you open?│
│                                           2:30 PM   │
│ Yes! We're open Mon-Fri 9-5. How     🤖            │
│ can I help you today?                               │
│ 2:30 PM                                             │
│                          I need to reschedule my    │
│                          appointment tomorrow.      │
│                                           2:31 PM   │
│ I can help with that. Let me         🤖            │
│ check the calendar...                               │
│ 2:31 PM                                             │
├─────────────────────────────────────────────────────┤
│ [Type a message...                        ] [Send]  │
└─────────────────────────────────────────────────────┘
Message Indicators:
  • 🤖 Robot icon = AI-generated response
  • No icon = Manual response from team
  • Delivery checkmarks (sent, delivered)
  • Timestamps on each message

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Human Handoff

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Taking Over a Conversation

You can intervene in any conversation at any time:
  1. Open the conversation from the inbox
  2. Type your message in the reply box
  3. Click Send to deliver your response

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What Happens During Handoff

When you send a manual reply:
  • Your message is delivered immediately
  • AI agent pauses for this conversation
  • The 🤖 indicator does NOT appear on your messages
  • Customer sees a seamless conversation

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AI Resume Behavior

The AI resumes responding after:
  • 5 minutes of your inactivity in the thread
  • Or when you explicitly re-enable AI (toggle)
This prevents the AI from interrupting while you’re actively helping.

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Handoff Best Practices

  1. Introduce yourself (optional): “Hi, this is Sarah taking over…”
  2. Review the transcript before responding
  3. Check AI summary for quick context
  4. Resolve the issue before stepping away
  5. Let AI handle routine follow-ups after resolution

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Contacts Integration

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Auto-Created Contacts

When someone new calls or texts:
  • A contact is automatically created
  • Phone number is saved
  • Name added if provided during call

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Linked Contacts

If a contact already exists:
  • Conversation shows contact name
  • Click name to view contact details
  • All conversations linked to that contact
  • Contact card shows conversation history

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Adding Contact Info

From any conversation:
  1. Click the contact name/number
  2. Click Edit Contact
  3. Add name, email, notes
  4. Save changes

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Bulk Actions

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Selecting Multiple Conversations

  • Click checkbox on conversations
  • Or use “Select All” for current filter

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Available Bulk Actions

  • Mark as Read - Clear unread status
  • Mark as Unread - Flag for follow-up
  • Archive - Hide from main inbox
  • Delete - Permanently remove

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Notifications

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Desktop Notifications

Enable browser notifications to get alerts:
  • New incoming calls
  • New SMS messages
  • New chat messages
Configure in Settings → Notifications.

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In-App Notifications

The inbox icon shows:
  • Total unread count
  • Updates in real-time
  • Clears when you view conversations

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Keyboard Shortcuts

ShortcutAction
↑ / ↓Navigate conversation list
EnterOpen selected conversation
EscapeClose conversation detail
rMark as read/unread
/Focus search box

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Mobile Experience

On mobile devices:
  • Swipe left/right between list and detail
  • Pull down to refresh
  • Tap and hold for quick actions
  • Optimized touch targets

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Data Retention

  • Call recordings: Stored for 90 days (configurable)
  • Transcripts: Retained with recordings
  • SMS messages: Retained indefinitely
  • Chat messages: Retained indefinitely
Configure retention in Settings → Data.

Calls API

Retrieve calls programmatically

Messages API

Access message history via API