Inbox

The inbox is where every conversation lives. Widget chats and forwarded emails all land here, and it stays in sync with Telegram. There is nothing to set up: open your project and click Inbox.

Replying

Pick a conversation and type your reply. Enter sends, Shift+Enter adds a new line.

Your reply goes back the way the customer reached you:

• Widget: it appears in their chat right away.
• Email: they get a normal email reply, threaded under their subject.
• Customer left the page: if they gave their email and the email channel is on, the reply is emailed to them instead. Anything they already read in the widget isn’t sent twice.

If Telegram is connected, your reply is also posted in the customer’s topic as Reply from dashboard. Replies sent from Telegram show up in the inbox too, so your team can answer from either place and nobody loses track.

Open and closed

Click Close when a conversation is done. Closed conversations move out of your list, and the filter at the top switches between Open, Closed, and All. If the customer writes again, the conversation opens back up on its own.

Closing in the inbox and /close in Telegram do the same thing.

Customer details

The side panel shows who you’re talking to: their email, the site they wrote from, the channel (widget or email), the subject for emails, when they first showed up, and how many conversations they’ve had with you.

With the assistant on, it also shows what the AI is doing in that conversation, like a suggestion waiting for review or a pause after the customer asked for a person.