Manage Conversations
The Inbox is where you see every conversation your agents are having. You can monitor, jump in when the AI needs help, and keep track of your contacts.
What you'll learn
- How the 3-panel inbox layout works
- How to filter and find specific conversations
- How to take over a conversation from the AI
- How to use AI to help write your replies
- How to save notes about contacts
Understand the inbox layout
The Inbox has three panels side by side:
Left panel — Conversation list
Shows all active conversations. Each one displays the contact name, last message preview, timestamp, and whether it's being handled by AI or a human.
Center panel — Messages
The full conversation thread. Messages from contacts appear on one side, AI responses on the other. You can see tool calls, timestamps, and token usage.
Right panel — Contact details
Information about the person in this conversation — their name, phone number, conversation status, which agent is handling it, and any notes you've saved.
Click any conversation in the left panel to open it in the center. The right panel updates automatically.
Filter conversations
At the top of the conversation list, you'll see filter buttons:
- All — shows every conversation
- AI — shows only conversations the AI is handling
- Human — shows conversations a team member has taken over
- Unassigned — conversations that need someone's attention
You can also use the search bar to find conversations by contact name.
Check the "Unassigned" filter regularly — these are conversations that might need a human to step in.
Take over from the AI
Sometimes the AI can't handle a question properly — maybe it's too complex, or the customer is frustrated. You can take over:
- Open the conversation
- Click Take Over in the chat header
- The message input area activates — type your reply and send it
- When you're done, click Return to AI to let the agent handle it again
While the AI is handling a conversation, you'll see a message saying "The AI is responding to this conversation. Click Take Over when you want to reply yourself."
Taking over doesn't delete anything. The full conversation history stays intact, and the AI resumes with full context when you hand it back.
Use AI to help write your replies
When you're replying manually, Orxa can help you write better responses:
AI Draft Reply
Hover over a customer message and click "Reply with AI". The AI will draft a response based on the conversation context and your agent's knowledge. You can edit it before sending.
AI Polish
Type a rough reply, then click the sparkle icon next to the send button. Choose a tone — professional, friendly, formal, casual, empathetic, or concise — and the AI rewrites your message in that style.
AI Polish is great for ensuring a consistent, professional tone across your team — especially when handling sensitive or complaint-related conversations.
Save notes about contacts
In the right panel, you'll see a Notes section for each contact. These are key-value notes that persist across all conversations with that person.
Examples:
- Preferred language: Indonesian
- Account type: Premium
- Previous issue: Billing dispute resolved on March 15
Click Add a note to create a new note. These are visible to your whole team and help provide context in future conversations.
Expected outcome
You now know how to monitor AI conversations, step in when needed, use AI-powered reply tools, and keep organized notes about your contacts. Next, learn how to invite your team and manage access.