Overview
The Inbox is the central log of all conversations your agent has had with visitors. It shows each conversation as a card with the visitor’s name, email, status, resolution state, message count, timestamp, and any tags assigned to it. You can search, filter, and sort the list to find the conversations you need, then open any conversation to read the full transcript and take action.
Before you start
You must have at least one agent set up and live before conversations appear in the Inbox. If you have not launched an agent yet, select Launch Your Agent from the Inbox empty state to go to the Quick Start flow.
Opening the Inbox
Select Agents in the left sidebar.
Select Inbox from the Agents section. The page title reads Inbox.
If you have more than one agent, use the agent selector at the top of the page to switch between agents.
Reading a conversation
Each conversation card in the list shows:
Visitor name (or “Anonymous Visitor” if the visitor did not share a name)
Visitor email address (if captured)
Conversation status badge: Active or Completed
Resolution status badge: Unresolved, Resolved, Spam, or Archived
Message count
Time of the last message
Up to two tags applied to the conversation
Select any conversation card to open the full transcript.
Insights shown on each conversation
When you open a conversation, RightAsk displays insights drawn from the conversation content in the AI Insights panel. These appear alongside the transcript:
Field | Possible values |
Sentiment | Positive, Neutral, Negative |
Lead Score | Hot, Warm, Cold |
Intent | Sales, Support, Information, Other |
Buyer Stage | Awareness, Consideration, Decision |
Follow-up Priority | High, Medium, Low |
These values are generated automatically. A Hot lead score with a Decision buyer stage, for example, signals that a visitor is actively ready to purchase.
Filtering and sorting conversations
Use the filter bar above the conversation list to narrow results:
Enter keywords in the Search conversations field to find conversations by visitor name or content.
Select the All Status dropdown to filter by conversation status: All Status, Active, or Completed.
Select the All dropdown (resolution) to filter by resolution status: All, Unresolved, Resolved, Spam, or Archived.
Select the sort dropdown to change the order. Available options: Newest, Oldest, Most Messages, Fewest Messages, Last Activity, Name (A-Z).
To remove all active filters at once, select the clear filters button (the X icon) that appears when any filter is active.
Loading more conversations
If there are more conversations than shown, a Load More Conversations button appears at the bottom of the list. Select it to load the next batch.
Exporting a conversation
When you have a conversation open, select the download icon in the top-right header to export the transcript. Choose Export as CSV or Export as PDF.
What happens next
Conversations you mark as resolved move to the Resolved filter. Visitors whose email was captured during a conversation appear in your Contacts hub automatically. The same insights for those contacts are available from their contact detail page.
Troubleshooting
No conversations are showing. Make sure you have selected the correct agent from the agent selector at the top of the Inbox. If you just launched a new agent, wait for the first visitor to start a chat before conversations appear. Select the refresh button to reload the list.
Conversations are not updating with new messages. Select the refresh button in the page header to pull the latest data. If the conversation still shows stale content, check that your agent is live and that your browser has an active internet connection.
The filter shows no matches. Your active filters may be excluding all conversations. Select Clear Filters to reset all filters and see the full list.
Export is not downloading. Make sure your browser is not blocking file downloads from this site. Try a different browser if the issue persists.