Inbox

Monitor AI conversations, take over replies, and resolve support threads

Inbox is where you monitor the current organization’s visitor conversations and step in when a human should respond. Widget conversations appear here automatically; there is no separate AI selector.

Conversation statuses

Inbox maps every conversation to one of three statuses:

Needs human is not a separate assignment queue. It covers both a deliberate human takeover and an AI-unavailable incident. When the AI cannot continue, Bubblo records the incident, acknowledges it in the widget, and can send a configured handoff alert. A human reply clears that AI incident; takeover remains under your explicit control.

Reply and take over

Select an open conversation and write a reply in the composer. Sending a human reply does not automatically turn on takeover.

When a teammate should own the next response:

1. Turn on Take over. This pauses the AI and cancels an AI response that is currently being generated.
2. Send the human reply.
3. Keep takeover on while the human is handling the thread.
4. Turn takeover off to hand the conversation back to the AI. If the visitor’s latest message still needs an answer, the AI can resume from it.

Resolve and reopen

Select Mark resolved when the conversation no longer needs a response. Resolving closes the conversation, so human replies cannot be sent until it is reopened.

Resolving also queues a conversation summary. The details panel shows its progress and, when ready, its brief summary, primary topic, relevant knowledge or product suggestions, and Action outcomes when those fields are available. If a resolved conversation is reopened and changes, the earlier summary is marked stale; resolving it again queues a fresh summary. See Insights.

Select Reopen to make a resolved conversation active again. Reopening preserves the takeover setting: the conversation returns to Needs human if takeover is still on, or AI handling if it is off.

An open conversation is automatically marked Resolved after 24 hours without activity. You can reopen an automatically resolved conversation in the same way as a manually resolved one.

Real-time updates

Inbox uses Server-Sent Events (SSE) for live dashboard updates. While the page is connected, new conversations, new messages, takeover changes, and resolve or reopen changes appear without a manual refresh.

The event stream is scoped to the current organization and carries updates for its conversations.

Visitor context

The details panel shows context captured with visitor messages when it is available:

• Visitor ID and a short visitor code
• Current page title and URL
• Referrer
• Browser language
• Browser and operating-system summary, plus the raw User-Agent
• First seen and last active times

Page and referrer fields can be missing when the browser or host page does not provide them. Review this context before replying so the response fits the page and environment the visitor was using.

History and loading

Inbox initially loads the newest conversations and automatically requests older retained conversations as you scroll. History is retained according to the organization’s plan and the conversation’s latest activity:

The scheduled retention process permanently removes conversations, messages, and summaries that are older than the applicable window. Changing plans can therefore affect how much history remains; review Billing and usage before a downgrade.

Current limits

• Human replies can be sent only while a conversation is open.
• Sending a reply and turning on takeover are separate actions; use Take over when the AI must remain paused.
• Open conversations auto-resolve after 24 hours without activity.

For the content the AI uses before a handoff, see Knowledge. For trends across completed conversations, see Insights.