Inbox
Inbox is everything the assistant handed back to you: leads, handoffs, content gaps and answer feedback from your widget. It lives at Chat agent → Inbox.
What's in each tab?
| Tab | What lands there |
|---|---|
| Leads | Contacts the assistant saved when shoppers asked to be emailed. |
| Handoffs | Shoppers who asked for a person. |
| Returns | Return requests. |
| Gaps | Questions the assistant could not answer from your content. |
| Feedback | Shoppers' ratings of individual answers. |
Which tab should I check first?
Handoffs and leads, because someone is waiting. Then Gaps - every entry there is a question your shoppers asked that your content does not answer, which makes it the most direct list of what to write next.
What do I do with a lead?
Mark seen when you have dealt with it, or Archive to clear it. New ones are flagged, and a lead with no name shows as Anonymous.
What do I do with a gap?
Write the answer. Add it to Documents if it is a policy, or turn it into an article from Articles.
Why is a tab empty?
Nothing has come in yet. Leads appear when shoppers share their email, gaps when the assistant cannot answer from your content, and feedback when shoppers rate an answer.