Use the inbox

The inbox is the operational record of conversations

Each useful session groups visitor messages, AI replies, human replies, page context and handoff states. An empty session is not a real conversation in statistics, even if the widget was opened.

Use the list to prioritize requests rather than manually recomputing KPIs. Period, filters and the definition of a conversation may differ from a simple count of visible rows.

Team access
Active members use their own credentials. Do not share the owner password; assign admin or agent according to required actions.

Read a conversation in context

Before replying, check message order and session origin.

1. Latest visitor message

   Identify the request still open. A previous AI reply may have covered part of the need without solving the final exception.

2. Page and location

   Page context helps identify the viewed product or service. Use location as a signal, never as proof of identity or residence.

3. Linked contact

   Name, email or phone only appear when provided or detected under configured options. Check format before any external follow-up.

Classify the next action

Distinguish supervision, human reply and knowledge correction.

• No action

  The answer is correct, the conversation is complete and no follow-up was promised. Keep it for analysis without intervening.

• Human reply

  Intervene when handoff is requested, a commercial decision is needed or AI cannot handle the case. Clearly state that the team is taking over.

• Source correction

  If several sessions reveal the same false or missing information, fix the source and retrain. One manual reply does not repair future knowledge.

Work without exposing data

A support conversation may contain contact details or order references.

1. Do not copy secrets

   Never request password, API key, 2FA code or full card number. For an order, Wavize verifies reference with customer email through the integration.

2. Limited screenshot

   Before sharing an incident, hide email, phone, private content, token and key. A screenshot of the error message is usually enough.

3. Client isolation

   Handle only conversations belonging to the current owner account. Team members remain attached to that owner and its limits.

Recommended daily routine

A short regular review is more reliable than occasional bulk cleanup.

• Open handoffs — Handle visitors waiting for a person first.
• Repeated weak answers — Create a source-fix task with examples.
• Promised follow-ups — Confirm a person or external system actually followed up.