Inbox & Live Chat

The Inbox is where your team reads and answers chats. Chats from your website, WhatsApp, Telegram, Messenger, Instagram, Discord and email all arrive in one place, and your reply goes back out on the customer’s own channel. Use it every day to answer customers who asked for a person.

Before you start

• Human Handoff switched on — In Agent Settings, so customers can ask for a person
• Notifications — Tick “Notify me” under Human Handoff to get an email when someone is waiting
• Optional: team members — Invite them in Dashboard → Team

How to answer a chat

1. 1

   Open Dashboard → Inbox

   The Waiting tab shows customers who asked for a person, with a counter in the side menu

2. 2

   Open a chat

   Read the history and the AI Summary on the right, so you know what was already said

3. 3

   Click “Take over”

   Or “Claim” for a waiting chat. The AI stops answering this chat, and other team members see that it is yours

4. 4

   Type your reply

   It goes out on the customer’s own channel: WhatsApp to WhatsApp, email to email

5. 5

   Click “Release to AI”

   When you are done, the AI carries on. Or click “Complete” to close the chat

What happens next

1. 1Customer waits
2. 2You take over
3. 3You reply
4. 4Release to AI or Complete

If you take over and then go quiet for 30 minutes, the chat goes back to the AI and the customer is told, so nobody is left waiting.

Tools that help

• Suggest replies with AI — Up to 3 ready replies (5 credits)
• Canned responses — Save answers you send often
• Translate — Read and reply in the customer’s language. “Simple Translate” is free; “Translate with AI” uses 5 credits. Some translation options need the Pro plan
• AI Summary — A short summary of the chat (5 credits)
• Quick Actions — Send Email, WhatsApp, Add Note, Create Ticket, Book, Assign Agent
• Filters and saved Views — By channel, topic and priority

Good to know

• Each message your team sends uses 2 credits
• If the team member says nothing for 30 minutes, the chat goes back to the AI
• WhatsApp after 24 hours: Botvee sends a template first, and delivers your reply once the customer answers. Until then it shows “Waiting for customer reply — 24h window closed”
• Team members only see the AI agents they are assigned to

All Chats

Dashboard → All Chats lists every conversation, with search and filters for status and AI agent. Email conversations are in Dashboard → Email Inbox.

Troubleshooting

• The AI replies at the same time as me — Click “Take over” before you type
• My WhatsApp reply shows “24h window closed” — Choose a template under Human Handoff in Agent Settings. Your reply is sent when the customer answers
• A team member cannot see a chat — Assign them to that agent in Dashboard → Team