Conversations (Inbox)

Open Inbox

Dashboard → Inbox (/conversations) lists conversations across all connected channels for the organization.

Thread view

Open a conversation (/conversations/[conversationId]) to see:

• Message history (user and assistant)
• Channel metadata (WhatsApp, web, etc.)
• Status — e.g. unresolved, escalated, resolved (labels match the dashboard filters)
• Attachments when supported

AI vs human

When status is unresolved, the AI may respond automatically. If escalated or resolved, automation may pause so humans handle the thread (exact rules in agent runtime and channel router).

Tools in threads

Customer turns may trigger built-in tools (escalate, resolve, search, book appointment) or optional workflow tools (decks, PDFs, browser research)—visible in logs or UI depending on deployment.

Notifications

Notification settings (bell in navbar) can alert operators to new or escalated threads—configure per product.

See Conversation lifecycle and Built-in AI tools.