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The Live Inbox is where your team handles conversations that need a person. Pause the bot, assign work, reply with saved macros, launch Flows, and keep an audit trail — without leaving the chat thread.

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What you can do

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Enable the Inbox

  1. Go to Settings → Inbox.
  2. Enable the Live Inbox.
  3. Add team members and create Inbox teams as needed.
  4. Optionally set capacity and assignment rules (see Human handover).

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Bot vs human

Conversations sit in a Bot or Human folder:
  • Bot — automation (Flows / AI Agents) replies
  • Human — live agents reply; the bot stays paused until you transfer back
Use filters to focus on unassigned human chats, unread threads, or a single channel.

Human handover

Route from AI into the Inbox automatically.

Trigger a Flow

Start scripts from rules, API, or the Inbox.