Operator inbox basics
The inbox at Chatbot → Inbox is where human conversations happen. It updates in real time, so a conversation appears as it arrives rather than on a refresh.
The layout
- Conversation list — visitor, time, last message and status.
- Message thread — the full history including the AI's replies. It auto-scrolls to the newest message.
- Contact panel — who the visitor is, their history with you, and their contact record.
Working a conversation
- Assign it to yourself so two operators do not answer the same person.
- Read what the AI already said before you type anything.
- Use quick replies for answers you send repeatedly — manage them under Settings → Canned responses.
- Paste images straight into the operator input if a screenshot helps.
- Transfer to another operator when the question is not yours.
- Return to AI when the difficult part is done.
Contact context
Every conversation is tied to a contact record. From there you can see previous conversations, WooCommerce order history and campaign engagement, and you can add the contact to a list without leaving the inbox — which is the whole point of chat and email being one platform.
Ratings
If CSAT is enabled, the visitor is prompted to rate the conversation when it ends. Ratings attach to the conversation and roll up into operator reporting.
Frequently asked questions
- Is there a mobile app for operators?
- Not yet. The inbox is responsive web. Escalation alerts can be delivered to WhatsApp with a deep link into the conversation.
- Can two operators work the same conversation?
- Assignment exists to prevent that. Assign before you reply.
- Do visitors see who they are talking to?
- They see the assistant identity you configured in Settings → Appearance, and the handover to a human is visible in the thread.
Keep reading
Last updated 10 August 2026.