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Inbox and Cases

Step into live conversations, and track the work that follows.

  1. Take over a conversation in Inbox

    Watch live visitor conversations, reply as your team, and hand the chat back to the AI agent.

  2. Let visitors talk to a person

    Turn on the Talk to a person button, let your AI agent ask for a person, and answer requests in Inbox.

  3. Track follow-up work with Cases

    Give work that outlasts a chat an objective, an owner, internal notes and linked conversations.

  4. Understand Contacts and Signals

    See the people your agents have met, and the moments in conversations worth acting on.

  5. Read a Contact's profile

    See everything help.ai knows about one person, and where each fact came from.

  6. Work a Signal

    Read a Signal's score and details, see how its status changes, and follow up.