Manage conversations in Inbox
Review Copilot drafts, send replies, take over and resolve conversations.
Wasel’s voice · English subtitles Open the video directly
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Written walkthrough
Follow the video, then use the written steps below while you work in your dashboard.
The walkthrough uses a demo workspace and synthetic customer details. Channel availability depends on your account and provider configuration.
Inbox queues
In this lesson, we will review conversations and reply from Inbox. Start with search or the channel filter. Use Open, Resolved, or All tabs. Read the customer’s question and earlier messages before choosing how to respond.
Find a website conversation
This new conversation arrived from the local Widget. Copilot prepared a draft about shipping cost. Review it against your business knowledge. It has not yet been sent to the visitor; it still needs your review and publication.
Edit a Copilot draft
Click Edit if the wording needs changing. Review the draft in the composer before publishing, or cancel the edit. This clip demonstrates the editing control on a separate training conversation.
Publish the reply
Back in the fresh conversation, click Publish draft after reviewing the answer. Here it was marked Sent and appeared in the visitor’s Widget. Check delivery status and do not assume delivery if an error appears.
Pause AI replies
Pause AI when you need to take over. The paused state still allows customer messages to arrive, and you can reply yourself. Resuming has a separate control, but resume did not succeed in this local run.
Send a team reply
Write and review a staff reply, then send it. Here we asked for an order number to follow up, and the message was marked Sent. Keep the reply clear and make commitments the team can fulfill.
Conversation details
Open Conversation details to review its source, topic, and available customer contact information. An empty field means the information is currently missing. Ask the customer when needed rather than assuming it.
Resolve and reopen
Mark the conversation resolved once follow-up is complete. It moves to Resolved and can be reopened if you need to continue. Resolving a ticket and resuming AI replies are separate actions.