Operator inbox
The inbox at /dashboard/conversations shows every conversation across every channel in one feed. Operators can read, take over (the agent stops), or leave the agent on.
What the inbox shows
- Conversation list sorted by last activity.
- Per-conversation: channel badge (web / IG / Messenger / WhatsApp), visitor identifier (anonymous id, IG handle, phone), last message preview, unread badge.
- Filters: channel, status (active / closed), assigned-to-human.
Taking over
Open any conversation and click Preia conversația. The agent goes silent on that thread for 24 hours or until you explicitly return it. Your replies are sent through the same channel — the user sees no UI change.
When the agent is silenced, inbound messages still arrive but no LLM call is made. The conversation row gets a handed_off_at timestamp; the dashboard shows a banner.
Returning the conversation to the agent
Click Return to agent at the top of the conversation. The next inbound message resumes the normal pipeline. The handoff event is preserved in the audit log.
Audit log
Every operator action that affects another party is logged: takeover, return-to-agent, conversation delete, customer data export, customer data deletion. Audit log is under /admin/audit (platform admin only).
Search
Search across conversations and message bodies. Search is server-side full-text on the messages table; index covers content, visitor_id, and the conversation's visitor metadata.
Export
CSV and JSON export are available per conversation and per org-wide bulk dump. Bulk export ships nightly as a signed S3-compatible URL when requested under Settings → Privacy.
Auto-close
Conversations with no activity for 30 days are auto-closed. Closed conversations are read-only in the inbox; sending a message reopens the thread.