Spot-check conversations in the Inbox
You want to review real conversations to see how the agent is doing.
The Inbox holds your conversations as read-only transcripts so you can spot-check quality. You read them; you don't reply from here (the agent and your normal channels handle replies).
What each conversation shows
- The full transcript (read-only), including any product cards that were shown.
- The customer's name and email, when the conversation captured them.
- The product the shopper was asking about, shown above their last message when the conversation was about a specific item. A question like "does it come in blue?" tells you much more once you can see which item it was about.
- The shopper's country or state, so you can read a conversation in its market context.
- Status and message count.
- The CSAT rating, if the customer left one.
- A sale badge on conversations that led to an order, if you have revenue attribution.
Narrow the list
The Inbox opens on Last 24 Hours — everything that happened today, whatever its status. Switch tabs to change what you see:
- Last 24 Hours — recent activity across every status.
- Resolved — the agent handled it and the conversation closed out.
- Handed Off — the conversation went to your team.
- All — everything still in your Inbox history.
Search finds a conversation by customer name, email, product, location, or message text.
Steps
- Go to Inbox.
- Pick a tab, or search for the conversation you want.
- Open a conversation to read its transcript.
- Leave 👍/👎 feedback on individual agent messages to flag what's good or needs work (next article).
Before your first conversation
Until real conversations start arriving, the Inbox explains what will land here and points you at the two ways to get there: add the agent to your site, or try it yourself in the AI Agent Preview on your dashboard.