The 'Inbox' feature in bot9 serves as the central hub to track and manage all the interactions your chatbot has with the users.

To access your Inbox, click on the 'Inbox' option on the main menu of your bot9 dashboard.

Here, you will see a list of all the chatbot conversations.

Key components of the Inbox

Channel Filters:

Channel filters will help you narrow down the specific interactions you want to see based on their channel. These filters include:

• All channels: Shows all conversations happening across all the channels you've deployed your bot on.

• All available channels such as Intercom, Crisp, Slack etc.

Chat Status Codes:

These show which entity (bot or human) currently handles each chat, or whether the chat is closed.

• Bot: Indicates that the conversation is being handled by the bot. The conversations with the status "bot" will be automatically answered by your AI bot.

• Agent: Indicates that a human agent picked up the conversation, and should be able to reply to the user by selecting the individual conversation.

• Closed: Indicates that the conversation is closed, and no further replies are sent or received.

Note: You can switch between the chat status codes for any individual conversation at any point of time, however you can not delete the conversations.

Conversation Actions:

Beside the list of your chat interactions, you'll see

• Close Conversation: This will end the current chat and mark it as 'closed'.

• Assign to Agent: This will transfer the conversation from the bot to a human agent, and you should be able to reply to the user by selecting the individual conversation.

• Assign to Bot: This will transfer the conversation from human to a bot.

Search Feature:

Inbox has two types of searches, search contacts and search within individual conversation.

• Search contacts: To retrieve the matching conversations, that contains a search keyword.

• Search within individual conversation: To navigate to the part of the conversation, where search keyword could be found.

User activity and metadata:

Such as online/last seen at, county, channel.

FAQs:

Q: Can I reopen a closed conversation?

A: Yes, you can reopen a closed conversation by clicking on 'Reopen'.

Q: Can I automatically assign some conversations to a human agent?

A: You may use the 'instructions' feature to define the conditions under which conversations should be assigned to a support agent.

Q: Can I view conversations handled by a specific agent?

A: The search feature allows you to find specific conversations based on keywords. However, the current version does not allow filtering by agent, as we don't have the teams/agents feature yet.

The inbox feature is designed to help you manage all your chatbot interactions effectively. It holds the potential to save considerable time and resources while ensuring seamless customer experience.