Inbox

The Inbox gives you a thread-based view of all agent conversations in one place. While the Chat page is where you have conversations, the Inbox is where you monitor, review, and manage them.

The inbox view

What the inbox is

The Inbox shows every conversation thread involving your agents — messages from team members, messages from external users via channels, and agent-to-agent communications. It is your central hub for keeping track of what is happening across your organisation’s AI interactions.

Think of it like an email inbox, but for agent conversations. Each thread shows the full back-and-forth between a user and an agent (or between agents), so you can review what was said, how the agent responded, and whether anything needs your attention.

Navigating the inbox

The inbox layout has two main areas:

The left sidebar displays your conversation threads. Each entry shows:

The agent involved
The other participant (a team member, an external user, or another agent)
A preview of the most recent message
The time of the last activity

Click on any thread to open it in the main panel.

Conversation detail

When you select a thread, the full conversation appears in the main panel. You can read through the entire history, see tool usage, and follow the flow of the exchange.

Thread list

Threads in the inbox are listed with the most recently active conversations at the top. Each thread represents a single conversation between two parties. If a user has had multiple separate conversations with the same agent, each appears as its own thread.

The thread list updates in real time, so new messages appear as they come in without needing to refresh.

Agent-specific inbox

You can filter the inbox to show only conversations for a specific agent. This is useful when you want to:

Review how a particular agent is performing
Check if a customer support agent resolved a specific issue
Monitor a newly created agent’s first interactions

Select an agent from the filter to narrow the view.

Filtering

The inbox provides filtering options to help you find specific conversations:

By agent — Show only conversations involving a specific agent
By time — Filter to recent conversations or a specific date range
By participant — Find conversations with a specific team member or external user

Next steps

Chat — Start or continue a conversation with any agent.
Channels — Connect agents to external messaging platforms to bring those conversations into your inbox.
Agent Settings — Adjust agent behaviour if you notice issues in inbox conversations.
Creating Agents — Set up new agents to handle areas that need coverage.