Skip to main content
The Conversations inbox shows every chat and voice conversation your AI agent has had. Use it to see who is waiting for a person, join live chats, email customers, and resolve conversations. Open it from Activity > Conversations in the left navigation.

​
Find a conversation

Queues (tabs above the list): Waiting conversations are pinned to the top, then live ones. Their counts are highlighted when above zero.
The inbox refreshes about every 15 seconds. There are no browser notifications or sounds yet, so keep it open during your shift.
  • All / Chat / Voice switches channels.
  • Search matches a visitor’s name, message text, or chat ID.
  • Filters: chatbot or source (Customer channels, Agent Chat, Dashboard preview), status, assignee, date (up to Last 90 days), and Agent requested. Click Clear all to reset.
  • Export to CSV downloads the filtered list.
The inbox loads recent conversations plus every waiting or live chat. Open older conversations with a direct link. Each row shows the contact, channel, and last message. Anonymous visitors get a generated name (for example “Calm Falcon”). Chips show status: Waiting for agent, Live · <teammate>, Agent requested, or Resolved.

​
Work a conversation

Click a conversation to see the full timeline: AI answers (Bot), teammate replies (Agent), internal notes, and emails. The composer has three tabs:
  • Chat: message the customer’s chat window. Website chats only, with live chat on. Enter sends, Shift+Enter adds a line.
  • Email: email the contact. See Email replies.
  • Note: internal note, visible only to your team.
Voice calls can’t get chat replies. Use email or a note. To step into a website chat that is still with the bot, click Take over from bot or just send a message from Chat. See Live chat.

​
Status, owner, and priority

Set these in the right-hand panel: IrisAgent updates them automatically:
  • Customer asks for a person: New, High priority.
  • Teammate takes over: In progress, assigned to them.
  • AI fully handled it: starts as Resolved.
Click Mark resolved when done. If a live chat is open, this ends it and hands the customer back to the bot. Reopen moves it back to In progress.

​
Details panel

  • Contact: name, email, phone. Click View and edit contact to update. Possible duplicate means another contact may be the same person.
  • Captured details: data a procedure collected, such as an order number.
  • Conversation info: start time, channel, source, chatbot, and conversation ID.
You can collapse the panel to give the thread more room.

​
Improve AI answers

Hover over an AI answer and click Revise to correct how the AI answers that kind of question. See Revise chatbot answers.