Inbox
The Inbox is where your team handles live conversations. Every chat from the widget appears here in real time, whether the AI is handling it or a human has taken over.
Conversation states
Each conversation has a handoff state that tells you who’s responsible:
| State | Meaning |
|---|---|
| Bot active | The AI agent is handling the conversation. |
| Awaiting agent | The AI escalated (or the visitor asked for a human). It’s waiting to be picked up. |
| Human active | An agent has taken over; the AI stays out of the way. |
| Resolved | The conversation is closed. |
The overview counters at the top of the inbox show how many conversations are Awaiting, Live now, and how many Open tickets exist.
Handling a conversation
Opening a conversation shows the full transcript — customer, AI, and human messages — plus a customer panel with their details, notes, and any linked tickets.
- Take over — step in and reply yourself. This moves the conversation to Human active and pauses the AI. Your first reply also records the first-response time for SLA tracking.
- Reply — send a message to the visitor. They see it instantly in the widget.
- Hand back / Resume AI — return the conversation to the AI once you’re done.
- Resolve — close the conversation. You can reopen it later if the visitor returns.
- Pause — hold the AI without taking over, so a teammate can pick it up.
Filters and search
- Filter by All, Mine, or Unassigned.
- Focus the list on Awaiting or Live now by tapping the overview counters.
- Search filters by customer name/email or message text.
- Conversations are auto-tagged (e.g.
billing,complaint,urgent) so you can spot themes at a glance.
Notes and customer details
The customer panel lets you:
- Edit the customer’s name and email inline.
- Add private internal notes that only your team sees (never the visitor).
- Add custom attributes and see visitor analytics (page, referrer, location) captured by the widget.
Assignments
When the AI escalates, Zuhile auto-assigns the conversation to the least-loaded available agent and notifies them. You can reassign from the conversation at any time.
Prefer your phone? The same inbox — takeover, reply, resolve, and live updates — is in the mobile app.