AI Inbox overview
Understand AI, Human, Flow, Closed filters, unread messages, support mode, voice notes, and mobile chat.
What AI Inbox does
AI Inbox is the customer conversation centre. It receives WhatsApp messages, shows customer history, allows AI replies, manual replies, voice transcription, translations, and order-support conversations.
Main filters
- AI: conversations currently handled by the AI agent.
- Human: conversations assigned to a staff member for manual handling.
- Flow: conversations controlled by a bot menu or WhatsApp flow.
- Closed: completed or order-created customers that should still be easy to find, especially support-mode customers.
Mobile usage
On mobile, the first screen should show only the chat list. After selecting a customer, BOS opens the conversation with a back button so the list and chat do not fight for space.