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The Conversations inbox shows every conversation your AI agent has had, across chat and voice. It is where your team sees who is waiting for a person, joins live chats, emails customers, and tracks each conversation to resolution. To open it, go to Activity → Conversations in the left navigation.

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Find a conversation

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Queues

Use the tabs above the list to focus on what needs attention: Waiting conversations are pinned to the top of the list, followed by live ones. The Waiting and Live counts are highlighted whenever they are above zero, so keep an eye on them.
The inbox refreshes about every 15 seconds. There are no browser notifications or sounds yet, so keep the inbox open while your team is on shift.
  • All / Chat / Voice at the top switches between channels.
  • The search box matches a visitor’s name, any message text, or a chat ID.

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Filters

Click Filters to narrow the list:
  • Chatbot or source: pick one or more chatbot configurations, or a conversation source (Customer channels, Agent Chat, Dashboard preview).
  • Status: New, In progress, or Resolved.
  • Assignee: Unassigned, or a specific teammate.
  • Date: Today, Last 7 days, Last 30 days, or Last 90 days.
  • Agent requested: only conversations where the customer asked for a person.
Click Clear all to reset. Export to CSV downloads the filtered list.
The inbox loads your most recent conversations plus every chat that is waiting or live. To open an older conversation, use a direct link to it.

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Reading the list

Each row shows the contact, the channel, and a preview of the last message. Anonymous website visitors get a friendly generated name, such as “Calm Falcon”, so you can tell them apart. Chips show where a conversation stands: Waiting for agent, Live · <teammate>, Agent requested, or Resolved.

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Work a conversation

Click a conversation to open its thread. The middle pane shows the full timeline: AI answers (tagged Bot), teammate replies (tagged Agent), internal notes, and any emails sent.

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Reply, email, or add a note

The composer at the bottom has three tabs:
  • Chat sends a message into the customer’s chat window. This is available for website chats when live chat is on. Press Enter to send and Shift+Enter for a new line.
  • Email sends an email to the conversation’s contact. See Email replies.
  • Note adds an internal note. Only your team can see notes.
Voice calls cannot receive chat replies. Use an email or a note instead.

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Take over a chat

If a website chat is still with the bot, click Take over from bot to step in, or simply send a message from the Chat tab. See Live chat for the full flow.

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Status, owner, and priority

The details panel on the right lets you set: IrisAgent fills these in for you as a conversation moves:
  • When a customer asks for a person, the conversation becomes New with High priority.
  • When a teammate takes over, it becomes In progress and is assigned to them.
  • Conversations the AI fully handled start as Resolved.

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Mark resolved or reopen

Click Mark resolved when you’re done. If a live chat is still open, resolving it also ends the chat and hands the customer back to the bot. Click Reopen to move a resolved conversation back to In progress.

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Contact and conversation details

The right-hand panel also shows:
  • Contact: name, email, and phone. Click View and edit contact to update it. A Possible duplicate chip means another contact may be the same person.
  • Captured details: information a procedure collected, such as an order number.
  • Conversation info: when it started, its channel, source, chatbot, and conversation ID.
Use Collapse details panel to give the thread more room.

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Improve AI answers from the inbox

Hover over any AI answer and click Revise to correct how the AI answers that kind of question. See Revise chatbot answers.