Inbox
Inbox is the human intelligence layer within AgentOS where human agents manage 1:1 customer communication. All customer conversations converge in Inbox regardless of their origin: Journeys, chatbots, AI agents, or direct customer contact.
Inbox enables seamless handoffs from automation to human agents with full context preservation, conversation management across all AgentOS touchpoints, and AI-assisted responses through Inbox AI.
When a chatbot, Journey, or AI agent hands off a conversation, the AI customer context card (Early access) uses Customer context in Customer Profiles to brief the human agent on the conversation so far.
New to Inbox?
Follow our step-by-step guide to set up your account, configure channels, and start managing conversations.
Looking for specific documentation?
Go directly to Inbox conversations, Inbox settings, Calls, or Messaging channels.
Explore Inbox
Key capabilities
Automation handoffs
Conversations transfer from automation to human agents together with the conversation history. Agents can seamlessly take over from chatbots, Journeys, or AI agents whenever a conversation needs human expertise. For chatbot, Journey, and AI agent handoffs, the AI customer context card (Early access) also briefs the agent. Human-to-human transfers do not trigger it.
Inbox AI
AI features that summarize conversations, suggest context-aware replies based on the knowledge base and previous conversations, and improve and translate agent messages.
Omnichannel conversations
Manage conversations across channels including WhatsApp, SMS, Email, Live Chat, Voice, and social media within a unified interface.
Conversation management
Queues, routing, agent assignment, resolution handling, and conversation history tracking across all platform touchpoints.
Quality assurance
AI-powered analysis of conversation content. Identifies automation breakdowns and generates training data to improve AI and bot performance.
Analytics
Real-time monitoring of agent performance, workload, occupancy, and engagement rates. Automated sentiment analysis and quality metrics tracking.
AgentOS integration
Automation Studio
AI Agents
Seamless handoff between AI agents and human agents. AI-assisted responses through Inbox AI.
Broadcast
Customer Profiles
Insights and AnalyticsAvailable channels
Additional resources
Explore more tools and documentation to help you get the most out of Inbox.
Essentials
Browse foundational guides for creating an account, managing users, setting up APIs, and ensuring connectivity in the Essentials hub.
Support center
Browse troubleshooting guides and frequently asked questions in the Support center(opens in new tab).
Use case library
Explore real-world examples in the Use case library(opens in new tab) to inspire your implementation.
Ready to get started?
Set up your Inbox environment and start managing customer conversations across all your channels.
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