For owners
The inbox in the app
Views, search, taking and assigning conversations, reply templates, the visitor card, closing and shifts.
On this page
The inbox holds the conversations of every project in your company. Each person works in it under their own account. These are the same conversations as in your Telegram group, with the same rules: one person holds a conversation at a time, wherever they answer from.
Views
| View | What is in it |
|---|---|
| «Waiting for a reply» | Handed to people, nobody has taken it yet. The longest wait is on top, as in «Waiting · 5 min» |
| «Mine» | Assigned to you or held by you, not closed |
| «AI is answering» | The AI is talking to the visitor now |
| «All» | Every conversation |
The «Left a contact» filter narrows any view to visitors who left an email, phone or Telegram.
Search
The search box, «Order number, tx or text», finds a conversation:
- by an order number or transaction;
- by words in the visitor's or the AI's messages;
- by a contact the visitor left;
- by the ID, name, email or phone your site sent.
Take, take over, assign
- «Take» makes a conversation yours. It works on a waiting conversation and on one the AI is answering. Simply replying takes it too.
- «Take over», in «More actions», takes a conversation a colleague holds. Until you take it over, only they can answer it.
- «Assignee» is who should see the conversation through. Anyone can assign a conversation to themselves («Assign to me»); only owners and admins can assign it to someone else. If a conversation has no assignee, taking it makes you the assignee. Taking one over moves the colleague's assignment to you, but not an assignment an owner gave to someone else.
Reply and templates
- Type
/in the reply box and pick one of the project's templates. Keep typing to narrow the list. On insert,{name},{operator}and{order}are filled in. Blanks left empty are highlighted, and the reply is not sent until you fill them. - Owners and admins add, edit and remove templates in the project's section «Handoff to people» › «Reply templates». An AI answer can become a template too: «Save as a template» under the answer.
- Attach a picture or a PDF with the paperclip. You can also just paste a screenshot.
- Beside your message's time: a clock while it is sending, one tick once sent, two ticks once the visitor has read it.
- To reply, you need a work name, set on the account page under «Work name». An owner or admin can change the company's rule («Work names» on the team page).
Reading a conversation
- «Brief for the operator» at the top: what the visitor asked, which sources the AI answered from, and why the conversation was handed over.
- «How the AI answered», a chip on the AI answer's author line: how the AI understood the question, how many passages from your sources it found, and how many quotes passed the check.
- The action bar under an AI answer: «Copy», «Save as a template» (owners and admins) and «AI was wrong». It shows on hover and focus; on the newest answer and on touch screens it is always there.
- «AI was wrong»: mark the reason — «Not by the rules», «Wrong item», «Out of date» or «Should have handed over». Colleagues see how many people marked the answer.
The visitor card
«Visitor card» opens beside the conversation:
- «Account on the site», when your site tells the chat who the visitor is: user ID, name, email, phone and the fields you send. «Verified» means your site's server signed the data. «Not verified» means the page sent it without a signature, so anyone could have typed it. A verified visitor also has «Earlier conversations». Setup for your developer: Visitor identity.
- «Order»: the order number and transaction with copy buttons, and why the conversation was handed over.
- «Visitor»: the project; the conversation's language, if it is not the project's main one (the same badge, such as
EN, marks it in the list); the page it started on; when it started; the contact left; the assignee. There is no translation: you answer in the language you choose (Language).
Close or give back
- «Close» ends the conversation. The visitor sees that the operator closed it and is asked «Did we solve your question?».
- «Give back to the AI», in «More actions», returns the conversation to the bot. The visitor sees that the AI assistant answers again.
If a conversation people hold stays quiet for a day and nobody is waiting for a reply, it closes by itself. That never counts as resolved.
On shift
Open your account menu (your name in the side rail) and press «Start shift» or «End shift». In Telegram, /shift on and /shift off do the same.
While someone is on shift, a handed-off visitor waits for an operator. Within your working hours, an open inbox also counts as someone being there. With neither, the chat asks the visitor to leave a contact.
When you open the inbox after more than 4 hours off shift, a card in the bottom right corner asks «Start your shift?». «Not now» puts the question off for another 4 hours. An owner or admin also sees «I do not answer chats»: it removes the operator's part of their role, and the card no longer shows.
The sound is a short signal when a conversation is handed to people while the inbox tab is in the background. It is on by default; the browser plays it after your first click on the page. Turn it off in the account menu: «Turn off the inbox sound». The choice is kept on that device.