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Inbox

The Inbox in DxConnect is your central hub for managing conversations between users and AI-powered support agents. This guide will walk you through how to search, filter, view, and manage conversations, as well as how to take over and tag them.

Overview​

The Inbox is divided into two main sections:

  • Left Panel – Displays a list of all conversations with key details.
  • Right Panel – Displays the full content of the selected conversation and available actions.

Short reply

Top Bar Controls​

The top bar provides several tools to search and filter conversations:

Search by Name​

Quickly find conversations by typing the customer's name or user ID.

Search by Content​

Use this field to search the message content for specific words or phrases.

Date Range​

Select a From Date and To Date to filter conversations by when they occurred.

  • Click the calendar icon to select the desired date.
  • Useful for reviewing conversations within specific timeframes.

Status Filter​

Filter conversations based on their current state:

  • All – Show all conversations regardless of status.
  • Open – Conversations that are currently active and not yet resolved.
  • Need reply – Conversations that are awaiting a response from the agent or user.

Tag Filter​

Filter by predefined tags added to conversations. Ideal for organizing by issue type, department, or priority.

Export​

Click the Export button to download a list of the currently filtered conversations in a structured format (CSV or Excel).

Conversation List (Left Panel)​

This panel displays a scrollable list of all conversations. Each conversation shows:

  • Title – Automatically generated (e.g., Conversation #1).
  • Last message timestamp – Shows when the last message was sent.
  • Unread indicator – A small purple dot appears if the conversation hasn't been viewed.

Click a conversation to open it in the right panel.

Conversation View (Right Panel)​

Displays the full message history and allows manual actions:

Take Over​

The Take Over button allows a human agent to intervene in the conversation.

  • Clicking this will pause the AI and allow the agent to continue the chat manually.
  • Used for handling complex, sensitive, or escalated issues.
  • Once taken over, AI will not respond unless handed back.

Add Tags​

Use the + Add Tags button to categorize conversations.

  • Click to open a dropdown.
  • You can choose from existing tags or create a new one.
  • Tags help with filtering, reporting, and workflow organization.

Best Practices​

To make the most of the Inbox feature:

  • Use status filters to prioritize active or unresolved chats.
  • Tag all conversations for better searchability and analysis.
  • Take over chats early when AI limitations are reached.
  • Combine filters (date, tags, content) for targeted conversation audits.
  • Export regularly for documentation or performance reviews.

Example Use Cases​

Technical Support​

  • Tag: technical-issue
  • Status: Need reply
  • Action: Agent takes over for debugging.

Billing Inquiry​

  • Tag: billing
  • Status: Open
  • AI handles the first response; human agent reviews and takes over if needed.