Inbox & Live Chat

The Inbox is where your team talks to customers. Everything that needs a human ends up here, from every channel.

Layout

• Left — conversations needing attention, with an unread counter
• Middle — the live transcript, with your reply box
• Right — Visitor Info: pages viewed, location, device, order history and known facts

Working a conversation

1. 1

   Open a waiting conversation from the list

2. 2

   Read the history

   the AI has already collected the context

3. 3

   Reply. The AI stops answering while you are in control

4. 4

   Use Return to AI when you are done, and routing goes back to the agent

Channels in one place

Website chat, WhatsApp, Telegram, Messenger and Instagram all land in the same Inbox. You reply from Botvee and the message goes back out on the channel the customer used.

Team behaviour

• Team members only see conversations for the agents assigned to them
• Claiming a conversation marks it as yours so two people do not reply at once
• Handoff counts and sound alerts make sure nothing waits unseen

All Chats

Inbox shows what is active. Dashboard → All Chats is the full archive: every conversation, filterable by agent, channel, date and outcome, with the AI summary and CSAT on each one.