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.
- 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.
Steps
- Go to Inbox.
- Open a conversation to read its transcript.
- Leave 👍/👎 feedback on individual agent messages to flag what's good or needs work (next article).