Inbox and takeover
Monitor AI conversations and take over as a human agent.
Inbox and human takeover
Inbox
Agents → Inbox lists conversations for your organization. Open a thread to read the visitor and AI (or human) messages.
Use inbox together with agent Analytics for high-level conversation counts. Full time-series chat analytics and advanced reporting may expand over time — treat the current Analytics strip as the live product behavior.
Takeover
When a visitor needs a person:
- Open the conversation in Inbox.
- Use the product’s takeover / human reply controls to respond as your team.
Visitor-facing “ask for a human” buttons and typing indicators may still be rolling out; takeover from Inbox is the supported human handoff path at GA.
Contacts in Agents
The Contacts tab under Agents is the chat visitor list for conversations — not the same as Collect → Contact (contact forms), and not a full cross-session CRM profile product.