Real-Time Conversation Inbox Overview
The Dashboard > Chats inbox gives your support team complete visibility into all customer interactions happening on your website widget. You can review live message streams, inspect retrieved knowledge context, and monitor AI agent performance.
Step-by-Step Monitoring Workflow
Step 1: Open Dashboard > Chats (/dashboard/chats) from the sidebar navigation.
Step 2: Filter Conversations — Filter by Active, Pending Handoff, Resolved, or Date Range.
Step 3: Select a Conversation Thread — Click any conversation row to view the full message transcript.
Step 4: Inspect RAG Context — Click 'Retrieved Context' next to an AI message to view the exact Knowledge chunks used.
Step 5: Add Internal Agent Notes — Type private team notes in the side panel for fellow support agents.
Key Inbox Capabilities
Feature | Location | Purpose |
|---|---|---|
Transcript Stream | Main Inbox Pane | Displays chronologically ordered user and AI messages. |
Visitor Meta | Right Panel | Shows visitor IP location, browser type, page URL, and visit duration. |
Retrieved Chunks | Message Inspector | Reveals vector search similarity scores and source documents. |
Status Badge | Thread Header | Indicates AI Active, Human Handed-over, or Archived status. |