Setting Up Your Own Chatbot – Chatbot Inbox

The Inbox tab is your chatbot’s command center for conversation operations. It replaces the old Chatbot History view and adds collaboration tools (sharing + annotations), conversation sentiment, and faster searching, so you can improve your bot’s answers and respond to real customer needs.

What you can do in Inbox #

With Inbox, you can:

• Browse and open conversation threads
• Search across conversations
• Share a thread with teammates
• Add annotations (internal notes)
• Review sentiment during the conversation
• Delete threads (cleanup tests/spam)
• Use View and Filter to focus on what matters
• Export messages and export contacts for reporting/CRM

1) Open Inbox #

1. Open your chatbot project.
2. Click Inbox in the top navigation.

The screen is split into:

• Left panel: thread list
• Main panel: full conversation transcript and details for the selected thread

2) Find the right thread fast (Search) #

At the top of the thread list, use Search conversations… to locate chats by keyword.

Best uses:

• Support QA: “refund”, “shipping”, “login”
• Sales follow-ups: “pricing”, “quote”, “demo”
• Content gaps: “how do I…”, “does it support…”

Tip: Use Search to identify repeated questions, then add the missing answers to your Knowledge files or FAQs.

3) Review and manage a conversation #

Open and read the thread #

Click a thread on the left. The main panel shows the full chat, including timestamps and the assistant’s responses.

Share a conversation (team collaboration) #

Use the Share icon on a thread to send the conversation to someone else on your team. This is ideal for:

• Escalations to support
• Getting approval from a manager
• Asking engineering to verify a bug

Add annotations (internal notes) #

Annotations are internal notes attached to the thread (your end users won’t see them). Examples:

• “Lead: wants WhatsApp + Shopify integration”
• “User confused—update Knowledge article”
• “Flag this flow for optimization”

Annotations turn Inbox into a lightweight “case review” tool—especially useful if multiple teammates manage the same bot.

Review sentiment during the conversation #

Inbox can show sentiment signals across the conversation so you can quickly understand how the user felt (positive/neutral/negative moments). This helps you:

• Spot frustration early
• Prioritize follow-ups
• Identify where bot answers should be improved

Delete a thread (cleanup) #

Use the Delete (X) action to remove:

• Test chats
• Spam
• Duplicate conversations

Keep in mind: deleting threads can impact reporting and audits, so follow your team’s retention policy.

4) Use the top controls: View, Filter, Export #

View #

Use View to switch between different Inbox views (conversation list vs analytics/overview) and refresh the Inbox when needed.

Filter #

Use Filter to narrow threads by useful categories (for example: only certain users, only escalations, or specific thread types based on the filter icons shown in the UI). Filters help you triage quickly when volume increases.

Export #

• Export Messages: download conversation messages for analysis, QA, and reporting.
• Export Contacts: download captured leads/contacts to import into your CRM or outreach list.

Recommended workflow (best practice) #

1. Check sentiment + annotations on new threads
2. Share escalations with your team
3. Search for repeated questions
4. Update Knowledge files to reduce future tickets
5. Export messages monthly for performance reviews, and contacts weekly for follow-ups

Privacy and compliance #

Inbox may contain personal data (names, contact info, message content). Limit access, store exports securely, and follow your organization’s retention rules.