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.
Connected: You are ready to receive calls.
Disconnected: Click the indicator to reconnect.
Ringing: A queued call is attempting to connect.
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.
Conversations are queued based on Skills detected in the interaction. Skills are managed under Settings > Skills.
Each queued conversation includes these skills for routing.
ACD Assignment
The Automatic Call Distributor (ACD) assigns the conversation to available agents.
Agents must be in Available status and under their configured maximum number of concurrent conversations. You can adjust limits on the Inbox top bar or in Settings > Personal.
Acceptance Flow
When a conversation is assigned, you can Accept or Reject it. Rejecting returns it to the ACD for reassignment.
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.