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).

Use the search and filter controls at the top of the list to narrow by title, assignee, channel, or any other dimension.

Conversation window

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

• #{conversation_id} — a clickable conversation identifier you can copy and paste into bug reports, internal tickets, or AI Action Variables as {{conversation_id}}.
• Original — toggles between the original messages and a normalised view. Useful when the visitor wrote in a different language than your Agent’s response language and you want to see what the AI saw verbatim vs. what the visitor typed.
• Channel icon — at-a-glance indicator of which channel the conversation came from.
• Star / favorite — pin the conversation so it stays easy to find later (e.g., when collecting interesting edge cases for simulation testing).

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 you’ll see “Analysis in progress…”. 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 (default value: AI Agent) — 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.

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