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Conversations
The inbox, ratings, and conversation statuses.
The Conversations inbox: reading and navigating
Every conversation, from every connected channel, in one list.
Reading a conversation and its sources
Every reply shows exactly which knowledge sources it drew from, plus full session context.
Rating and revising replies
Give feedback on individual replies, or correct one directly in the transcript.
Internal notes, spam, and archiving
Leave private notes for your team, and keep the inbox clean by marking spam or archiving.
Understanding conversation statuses
What Unread, Pending review, Escalated, and Unanswered actually mean — and what to do about each.