Answer customers in the Inbox

Open Inbox inside a project for its conversations. Use the workspace’s Inbox to work across projects. The Inbox is English only.

Find a conversation

All Conversations includes agent chats. Live Chat focuses on chats that need a person or already have one. Choose a conversation after switching modes. Use Filter conversations to narrow the list.

A sidebar badge counts conversations waiting for a person. The Inbox also has a control to mute the waiting-conversation sound.

Take over and reply

Open the conversation and choose Start live chat to take over an agent chat. For a chat already waiting in the queue, choose Claim live chat. Check the assigned name in Conversation controls.

Write in What do you want to say?, then send the reply. Check that it appears in the thread. While live chat is active, the agent doesn’t answer visitor messages or attachments. For legacy chats, visitor text and attachments also reach the operator in Phoenix Chat.

If the Inbox reports a disconnected conversation, reload to reconnect before sending. A failed send isn’t a delivered reply.

Return to the queue or agent

Choose Unassign beside the assigned name to return a live chat to the queue. It remains a human chat until someone claims and ends it.

Choose End live chat to return control to the agent. For a legacy chat, the Inbox sends the stop request to legacy even if the chat has a named assignee. The chat leaves the Live Chat list after the end succeeds. Find it under All Conversations to continue reading its history.