Inbox
Inbox, AI Replies and Human Handover
Read every conversation in one place, reply yourself, and move chats between the AI and your team.
7 min read
The Inbox collects conversations from Facebook Messenger, Instagram DM, WhatsApp Business and Website Chat in one list. Each conversation shows its channel.
1. Find conversations
Use the filters at the top: All, AI, Human, Unread and Closed. Select a conversation to read it. Customer messages, AI replies and team replies have different colours.
2. Reply yourself
- Type in the reply box and choose Send. The reply goes out on the same channel the customer used.
- Choose Suggest to get an AI reply suggestion that you can edit before sending.
3. AI and human handover
- Each conversation is either AI handling or Human handling.
- Choose Take over to stop the AI and answer yourself. Choose Return to AI to hand it back.
- The AI also hands over by itself when a customer asks for a person (for example "human" or "talk to someone"). These chats show the Needs human tag.
- While a chat is under human handling, the AI does not reply — this prevents double answers.
- Use Close when a chat is done and Reopen if needed.
Note:Assigning a conversation to a specific team member is not available yet. Everyone in the workspace sees the same Inbox; use Take over to show a person is handling it.
4. Customers and orders
From the side panel you can Save as customer, View customer profile and Create order.
Channel differences
| Channel | Notes |
|---|---|
| Facebook Messenger | Messages and AI replies. Page comments are not shown in the Inbox. |
| Instagram DM | Messages and AI replies. See the known Techno Power Bangladesh issue in the channels guide. |
| WhatsApp Business | Replies go out from the number the customer messaged. |
| Website Chat | Replies appear in the chat widget on your website. |
Troubleshooting
- A message is missing: check the channel card in Integrations for an error and the Closed filter.
- AI didn't reply: the chat may be under human handling, there may be no Live agent, or your workspace may be out of credits.
- Duplicate replies: don't leave a chat on AI handling while you also answer manually — choose Take over first.