Monitor and take over conversations handled by the AI agent
The Inbox page is built for customer service representatives (CSRs) who need to monitor AI-handled interactions and step in when necessary. It works alongside the Live View and Conversations pages, giving human agents real-time visibility and control.
The top-right corner shows your Agent Leg status. This indicates whether your audio connection is ready for voice calls.
If you have a phone number configured in Settings > Personal, the system uses that number. Otherwise, clicking the indicator opens a modal where you can connect using your headset or web audio and test your microphone and speakers.
Use the Status dropdown in the top bar to control your availability:
After resolving the issue:
The Inbox page is the hub for CSRs to manage AI conversations in real time. By monitoring the queue, configuring audio, and using the status controls, agents can seamlessly take over interactions and maintain customer satisfaction.
Monitor and take over conversations handled by the AI agent
The Inbox page is built for customer service representatives (CSRs) who need to monitor AI-handled interactions and step in when necessary. It works alongside the Live View and Conversations pages, giving human agents real-time visibility and control.
The top-right corner shows your Agent Leg status. This indicates whether your audio connection is ready for voice calls.
If you have a phone number configured in Settings > Personal, the system uses that number. Otherwise, clicking the indicator opens a modal where you can connect using your headset or web audio and test your microphone and speakers.
Use the Status dropdown in the top bar to control your availability:
After resolving the issue:
The Inbox page is the hub for CSRs to manage AI conversations in real time. By monitoring the queue, configuring audio, and using the status controls, agents can seamlessly take over interactions and maintain customer satisfaction.