Inbox

The Inbox is where you read what actually happened: every conversation between a visitor and your assistants. It is the best way to understand how visitors phrase questions and where the assistant does well or falls short. Open Inbox from the sidebar.

Browse conversations

The conversation list groups recent activity so the newest is easy to find. Each entry shows the visitor, a preview of the message, and a timestamp. Use the tools at the top to narrow the list:

• Date range limits the list to a period.
• Search finds conversations by their content.
• Filters narrow by the attributes that matter to you.
• Exports let you take conversation data out for deeper analysis.

Read a conversation

Open a conversation to see the full transcript. Alongside the messages you get:

• Workflow markers that show which flow handled each turn, so you can see your rules in action.
• Sources on each generated answer, so you can check where the information came from.
• Feedback such as thumbs up or down when a visitor left it.

A side panel gives context about the conversation and the session, including details about how the visitor reached the assistant and where the conversation stands, including whether it was escalated.

Turn insight into action

The Inbox pairs naturally with the Improvements board. When you spot an answer that missed, you can flag it for improvement so it becomes a tracked item to fix. See Improvements.