Inbox

The Inbox is where you read, filter, and act on every conversation your AI Agent handles. You can take over from the AI when a conversation needs a human touch, reassign it back when the customer is unblocked, see how the AI scored sentiment / resolution / topic for each chat, and export everything for analysis.

Inbox views

The Inbox sidebar groups conversations by status, with live counts next to each entry:

• All — every conversation the AI Agent has ever handled.
• Open — active conversations still in progress. Open splits into two sub-views:
  • Assigned — Open conversations currently assigned to a teammate (i.e., a human has taken over).
  • Unassigned — Open conversations sitting in the shared queue, waiting for a human (typically because a Human Handoff just fired). Treat this like an alert queue — if your Agent is configured to hand off, conversations land here when they need attention.
• Closed — resolved or auto-closed conversations. A conversation moves to Closed when the AI marks it resolved (e.g., after a long period of inactivity) or when a teammate explicitly closes it.

Conversation list

The conversation list (middle pane) is sorted newest first. Each row shows:

• The visitor’s name (or Unknown Visitor if no contact details have been captured).
• The channel icon (Widget, WhatsApp, Slack, Telegram, etc.).
• A preview of the latest message.
• A relative timestamp (e.g., 18 m, 4 h, 3 d).
• The current Assignee (AI Agent or a teammate).
• An optional Conversation badge — a small chip summarising the conversation (its Topic, Sentiment, Language, a metadata value, etc.). Hidden by default; turn it on from the Inbox settings menu.

Conversation badge

Every row in both the Inbox conversation list and the per-conversation AI Insights list can show a small badge that summarises the conversation at a glance. Open the Inbox settings menu and pick Conversation badge to choose what it shows (the Badge shows dropdown):

• Topic — the auto-detected or user-defined Topic. This is what AI Insights shows by default.

• Custom topic — only the Topic a teammate explicitly set on the conversation.

• Sentiment — Positive / Neutral / Negative.

• Intent — the detected user intent (e.g., purchase, support, complaint).

• Resolution — the Resolved / Unresolved outcome.

• Language — the conversation language.

• Channel — the source channel. Shown in AI Insights only, since the Inbox already shows a channel icon on every row.

• Conversation data — any value your integration injects into the conversation’s metadata, surfaced as the badge so you can spot and visually group conversations by what matters to your business at a glance. Useful for things like:

  • the product, model, or SKU the visitor is asking about (e.g., a camera model or a specific plan),
  • the customer’s account tier or plan (e.g., Free / Pro / Enterprise) so high-value conversations stand out,
  • the store, brand, region, or storefront the chat came from, when one Agent serves several,
  • an order, ticket, or subscription status (e.g., Shipped, Past due, Trial),
  • a marketing campaign or UTM source, to see which traffic a conversation came from,
  • an A/B test or experiment variant, to compare how each cohort chats.

  Choose the Data field from the list of keys seen in recent conversations.

By default the Inbox conversation list shows no badge and AI Insights shows the Topic, so existing setups are unchanged until you pick a different source. The badge reflects whatever the conversation currently holds: if the chosen metadata field is missing on a given conversation, that row simply shows no badge.

The only control at the top of the list is a free-text search (“Find words or phrases”) that matches against message content. To filter by status or assignee, use the Inbox views in the sidebar (All / Open [Assigned · Unassigned] / Closed); within Open › Assigned a teammate filter lets you narrow to a specific assignee.

Conversation window

Clicking a conversation opens it in the centre pane. The header above the messages shows several chips that help you orient quickly:

• Title — the first chip shows the conversation title, prefixed with the channel source icon (Widget, WhatsApp, Slack, Telegram, etc.). It’s a label, not an interactive control. (To copy the conversation id, use the per-field Copy icon in the right-hand details pane.)
• Translate — the chip reads Original by default; open it to translate the whole conversation into another language for reading. Useful when the visitor wrote in a language you don’t read. While translating it shows “Translating…”, and once applied it reads Translated.
• Rating — hover the star to see the visitor’s conversation rating (thumbs / CSAT and any written feedback). The star is filled when a rating exists.

Below the header you’ll see the full message history. Every AI message has a Why AI said that link directly under it (see next section).

Why AI said that

Click Why AI said that under any AI message to open a traceability panel that explains how the AI produced that specific response. It surfaces:

• Which Knowledge Base articles the AI retrieved and used for the answer.
• Which AI Actions (if any) the AI decided to call, with the request payload and the response it received back.
• The reasoning the AI used when assembling the final answer.

Use this when:

• A response looks wrong or hallucinated — Why AI said that tells you whether the AI used the wrong KB article, called the wrong action, or invented something on its own.
• You want to verify that a new KB article or AI Action is actually being picked up after a retrain.
• A user disputes an answer and you need an evidence trail for compliance or QA.

Right-hand details pane

The right rail shows everything Quickchat knows about the conversation, broken into three sections.

Insights

Live AI analysis of the conversation, refreshed as new messages arrive:

• Sentiment — Positive / Neutral / Negative, based on the user’s tone and the resolution they got.
• Resolution — whether the conversation ended Resolved or Unresolved. Used in the Insights dashboard to track resolution rate over time.
• Topic — the auto-detected (or user-defined) Topic that best matches what the visitor was asking about.

While analysis is running, each Insight shows an “analysis in progress” placeholder until it finalises. Insights typically finalise within a few seconds of the conversation closing.

Conversation

Metadata about the conversation itself:

• Assignee — the AI Agent or a specific teammate (see Reassigning below).
• Channel — Widget, Embed, Chat Page, WhatsApp, Slack, etc.
• URL — the page the visitor was on when they started chatting (where applicable — populated from {{metadata_fullPathURL}}).
• Language — ISO code of the conversation language, or – if not yet detected.
• Started at, Last active, Duration — timestamps and elapsed time.

Click the small Copy icon next to any field to copy its value to your clipboard.

Visitor

Contact details for the visitor. Each field is editable inline:

• Name
• Email
• Phone

If Smart Data Gathering captured these during the chat, they appear automatically. Otherwise click + Add next to each field to enter them manually — handy when you took a phone call after the chat and want to record the lead’s contact info against the conversation.

Anything you add here is also available in AI Action Variables as {{metadata_visitor_name}}, {{metadata_visitor_email}}, and {{metadata_visitor_phone_number}} for any future actions the AI runs in this conversation.

Reassigning a conversation

At the bottom of every conversation you’ll see two controls:

• Assign to me — instantly takes the conversation from whoever (or whatever) currently holds it and assigns it to you. Use this when you spot a conversation in the Unassigned queue and want to handle it yourself.
• Assignee dropdown — shows the current assignee (a teammate’s name, AI Agent, or Unassigned); open it to pick any teammate, Unassigned, or AI Agent. Reassigning has these effects:
  • AI Agent → the AI takes over again and will reply to the next visitor message.
  • A specific teammate → that teammate becomes responsible; the AI stops replying.
  • Unassigned → the conversation returns to the shared Unassigned queue.

Conversations are automatically closed by the AI after a period of inactivity. To explicitly close or re-open a conversation, use the assignee + status controls on the conversation row or in its header menu.

Export options

Click the export icon at the top of the conversation list to access the export dropdown:

• Export Conversations — full conversation transcripts (CSV or XLSX), within a date range you specify.
• Export Gathered Data — Visitor contact details captured by Smart Data Gathering (Name, Email, Phone, plus any custom fields you configured). Use this to feed leads into your CRM.
• Export AI Insights — every item from the AI Insights section (flagged conversations, market insights and matched custom alerts), one row per item, with its type, detail, topic and reviewed state.

These exports support a date range picker and a format toggle (CSV / XLSX).