---
title: "Inbox"
id: "1834"
type: "page"
slug: "inbox"
published_at: "2026-09-20T23:47:10+00:00"
modified_at: "2026-10-22T16:38:23+00:00"
url: "https://xedant.com/agents/chatbot/docs/inbox/"
markdown_url: "https://xedant.com/agents/chatbot/docs/inbox.md"
excerpt: "The bot does not have to answer everything. When it runs into a question it…"
---

# Inbox

[https://xedant.com/agents/chatbot/docs/inbox/.md](https://xedant.com/agents/chatbot/docs/inbox/.md)

The bot does not have to answer everything. When it runs into a question it cannot solve itself, the conversation passes to a human — an operator. The client is not left abandoned, and you see all such conversations in one place.

## How the handoff happens

There are two ways to pass a conversation to an operator. The first — a Handoff node at the right spot in the scenario: after a question the bot does not know the answer to, for example. The second — automatically, by rules set in advance:

- several wrong answers in a row (the phone check failed three times, for example);
- several turns without an answer from AI (AI found no answer twice in a row, for example);
- a keyword in the message — the client is directly asking for a human.

There is also a standing “/operator” command: the client can call a human from anywhere in the conversation. After the handoff the bot falls silent, and the conversation lands in the operator’s queue.

## The operator desk

The “Inbox” section is the operator’s workplace. It gathers conversations waiting for a human or already taken, with filtering by bot and state, and search. The channel does not matter: Telegram, the website chat page and the widget all arrive here the same way, and each conversation carries a channel tag.

For every conversation you can see:

- the whole exchange from the very beginning;
- the client card: the name, and for a website visitor the email and phone from the form;
- for a website visitor — which pages they came from and which device they use;
- the conversation variables (what the client has already told you);
- a short summary of why the conversation was handed over.

## Take over, return to the bot, close

**Take over** — the operator replies to the client, and the answer comes from the bot’s name to the channel the client last wrote from. **Return to the bot** — the conversation continues automatically from the same place, with all collected data kept. **Close** — the scenario’s end flow runs, a farewell message can be sent, and the conversation closes.

## Notifications

In the app, the operator learns about a new handoff at once: the “Inbox” item gets a counter of unread conversations, a sound plays and a browser notification pops up. The list shows how long each conversation has been waiting — the longest-waiting ones are always in view.

## Telegram notification

You do not have to sit in the app: every handoff of a conversation to a human sends a message to the service Telegram chats listed in the bot’s settings. It carries the bot name, the conversation number, the client and a short summary of why the conversation was handed over, and ends with a link that opens that conversation in the Inbox right away. The message is sent once, at the moment of the handoff: while the conversation is already waiting for the operator there are no repeat messages, and a failed send does not interfere with the conversation itself. If the application’s address is not set, the message still arrives — just without the link.

## Quick replies

Frequent replies can be prepared in advance — short commands like “/hello” that expand into ready text. The operator types the command, the text is inserted into the reply field, and it can be adjusted before sending. Nothing is sent by itself: the last word is always the operator’s.

The channels conversations come from are described in the [Website Chat Room](/agents/chatbot/docs/chatroom)
 and [Website Widget](/agents/chatbot/docs/widget)
 sections. Numbers on the operators’ work are in the [Analytics & Logs](/agents/chatbot/docs/analytics)
 section.

[← Back to the documentation index](/agents/chatbot/docs)