Conversation inbox
Also called Shared inbox, Chat inbox
A conversation inbox is the place in a support or chat tool where a team can see every customer conversation in one list, usually with the full transcript, time, status and any contact details. Teams use it to review answers, follow up on requests and find patterns in what customers ask.
Example
Each morning a store owner opens the inbox, reads last night's chats and replies by email to the two visitors who asked for a callback.
Why it matters for a website chatbot
The inbox is where you learn what visitors really ask. ChatBento's inbox shows every conversation with its transcript, and flags the ones where a visitor wanted a person. Reading it is the fastest way to find gaps in your content.
See it in practice: Lead capture
Related terms
- Lead captureLead capture is the process of collecting contact details, such as a name, email address or phone number, from potential customers so a business can follow up. On websites it happens through forms, gated downloads, newsletter sign-ups and chat conversations, ideally with the visitor's consent and a clear reason to share.
- Human handoffHuman handoff is the point where an automated chatbot passes a conversation to a person, either because the customer asks for one or because the bot can't help. A good handoff carries the conversation history and contact details along, so the customer doesn't have to repeat themselves to the person who takes over.
- Omnichannel supportOmnichannel support means serving customers across several channels, such as website chat, email, phone, social media and messaging apps, with the conversation history shared between them. A customer can start on one channel and continue on another without repeating themselves, because agents see one connected record.