Inbox & Conversations
Monitor conversations, handle human handoff requests, and review visitor profiles.
Inbox & Conversations
Every conversation your chatbot has is stored in the dashboard. You can review transcripts, manage human handoff requests, and explore detailed visitor profiles.
Conversation list
Go to Dashboard → Conversations to see all conversations across your chatbots.
Filtering options:
- Date range — View conversations from a specific period.
- Status — Filter by Open (still active or awaiting handoff) or Ended (conversation closed).
- Outcome — Filter by lead captured, handoff requested, or resolved by AI.
- Chatbot — If you have multiple websites, filter by a specific one.
Click any conversation row to open the full detail view.
Human handoff
When a visitor wants to speak with a person — or when the AI cannot confidently answer — a handoff request is created. This can be triggered in two ways:
- Visitor request — The visitor says something like "talk to a human", "speak to someone", or "I need help from a person". The AI recognizes this intent and creates a handoff.
- AI escalation — If the AI cannot find a relevant answer after multiple attempts, it can be configured to offer handoff automatically. Configure this in AI Settings → Escalation.
Inbox
Dashboard → Inbox shows all open handoff requests across all your chatbots, in chronological order.
For each request, you can:
- View the transcript — See what the visitor has already discussed with the AI so you have context before responding.
- Assign to a teammate — Click Assign and select a team member with the Support role.
- Mark as resolved — Once you have helped the visitor, click Resolve to close the request.
Notifications
Configure who gets notified when a new handoff request arrives:
- Go to Dashboard → Settings → Notifications.
- Toggle Human handoff requested on.
- Enter the notification email address(es).
You can also configure Slack notifications for handoff requests. See Integrations.
Conversation detail
Click any conversation to see:
- Full transcript — Every message exchanged between the visitor and the AI (or your team).
- Visitor profile — Name, email, location (country/city), device, and browser.
- Sentiment score — An AI-assessed score indicating whether the visitor's tone was positive, neutral, or negative.
- Topic classification — Automatically classified topic tags (e.g. "Pricing", "Technical support", "Returns").
- Source citations — Which pages or documents the AI used to generate each response.
Visitor profiles
Each unique visitor gets a profile that persists across sessions. Go to Dashboard → Visitors to browse all profiles.
A visitor profile includes:
- Contact details from the lead form (name, email, company, etc.)
- Full chat history across all sessions
- Pages visited on your website (if using the Suppabot tracking script)
- Lead form submissions
- AI-generated quality score — how likely this visitor is to be a high-value lead, based on their messages and behavior
- AI-generated urgency score — how time-sensitive their need appears to be
Use these scores to prioritize which leads to follow up with first.
Roles and access
Access to conversations and the inbox is role-dependent:
| Role | Conversations | Inbox | Visitor profiles |
|---|---|---|---|
| Owner | Full access | Full access | Full access |
| Admin | Full access | Full access | Full access |
| Support | View only | Claim and resolve | View only |
| Analyst | Read-only | No access | Read-only |
To invite team members and assign roles, see Team Management.