Inbox feature allows administrators or customer executives to monitor and engage in all the conversations held between users and the bot. It's structured into two distinct columns for easy navigation and interaction.

The first column features a list of all user conversations, neatly divided into two categories: "Open" and "Closed."

As the terms suggest, "Open" signifies ongoing chats that are still active, while "Closed" refers to chats that have been concluded, either by the user or the admin/executive.

Selecting a particular user from this list opens up the second column, which presents the entire chat history between that user and the bot or executive.

Bot Sessions in Inbox

Bot sessions in the inbox are those conversations where the chatbot is fully in control of the interactions with the user. The AI is actively handling the responses and there's no human intervention during these sessions.

Here are the key aspects of a bot session:

1. Executives can monitor the chat but cannot directly respond to the user's queries in real-time. The interface for bot sessions is read-only for the executives.
2. A notification or alert is displayed within the conversation, indicating that the session is currently being handled by AI.
3. The AI bot handles all user interactions based on its training and programmed behavior. The responses can be influenced by settings like system prompt, user prompt, and temperature, which affect the tone and randomness of the AI's responses.

Non-Bot Sessions in Inbox

Non-bot sessions in the inbox are those conversations where a live executive is managing the interactions with the user. These are essentially live chat sessions, and AI does not play a part in these interactions.

Here are the key aspects of a non-bot session:

1. Executives can respond directly to the user's queries in real-time.