Review conversations in the Inbox

The Inbox is where a label becomes a real visitor story. Start with the task you need to perform, then read the complete exchange before you follow up, change content, or route a lead.

What needs your attention?

Choose a focused route instead of scanning every field.

FindFind a conversation

Narrow by date, agent, outcome, or message text.

LeadReview a possible lead

Check the full conversation and use the approved CRM workflow as the system of record.

ImproveInvestigate a knowledge gap

Confirm the question and answer, then improve one approved source.

EvidenceInterpret an AI signal

Understand analysis status, coverage, and the limits of labels.

Your review in three moves

• Confirm the agent, source page, timing, and full message sequence.
• Treat a summary, intent, or suggested action as a review cue—not an automatic action.
• For a lead, use the approved CRM workflow; PII can be scrubbed from the conversation-linked record.
• If analysis is Pending or Failed, review normally and avoid treating missing fields as negative signals.

Team replies in social conversations

For the Messenger and Instagram release preview, use Handoffs to take over a customer conversation, reply through its channel, and resume the assistant. Social account and channel availability are shown in your project.

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