Inbox & human take-over
Every conversation in one place — full-text search, take over when the bot needs a human, and reply from your staff account.
One inbox for every channel
The Inbox lists every conversation across the widget, Telegram, and WhatsApp, newest first, with the customer’s name, platform, and last message. Filter by platform or bot-paused conversations.
Full-text search
Search by name or by message content — the search looks across every message in every conversation, not just the latest ones. Results show a snippet with your search term highlighted, who said it (customer or assistant), and how many messages matched. Click a result to open the full conversation.
Taking over a conversation
When a conversation needs a human — a negotiation, a complaint, a question the bot can’t answer — take over. The bot pauses for that conversation and new customer messages notify you instead of being auto-replied. You reply as staff, and the customer sees your message in the same thread.
Conversations that escalate on their own (the bot detects an unhappy customer or a repeated unanswerable question) surface in the dashboard’s “Needs attention” feed.
The conversation view
Open a conversation to see the full timeline: every customer message, every bot reply, and any staff replies. You can take over, resume the bot, and reply inline. Long conversations are compressed automatically so the bot keeps the important context without losing performance.
Bot-paused state
A paused conversation shows the “You’ve taken over” badge in the list. New messages still arrive — you just handle them yourself. Resume the bot any time to hand the conversation back.