Support inbox
Dashboard → Support inbox lists the conversations in which a visitor asked your chatbot to talk to a person. Your team reads the whole exchange, replies, and the reply appears in the visitor's chat on your site.
Turn it on
The inbox receives tickets from chatbot campaigns that hand off to your team. Turn it on per chatbot:
- Open the chatbot and go to Actions.
- Turn on Hand off to your team, and under Send it to select Your team replies in this chat (Support inbox). It works alongside email and webhook handoffs.
- Enter your Privacy policy URL, an
https://address. The chat links to it next to the optional email field where a visitor can leave an address for replies. The chatbot can't be saved without it while this handoff is on.
From then on:
- When a visitor asks for a person, the chatbot opens a ticket and tells them a teammate will reply in the chat.
- Once the conversation has a ticket, the visitor's messages go to your team instead of the AI, even after you resolve it, and they don't count toward your monthly AI messages. This needs the chat widget from SDK 3.0.6; with an older widget the AI keeps answering.
- If you turn the handoff off later, the AI answers the conversation again.
Reply
Select a ticket to read the conversation: the visitor's messages, the AI's answers, and your team's replies, oldest first. Write a reply and select Send reply. It appears in the visitor's chat while they have it open.
The inbox refreshes every 15 seconds while it is in view. Use the Show and Website filters to narrow the list; it shows the 100 most recently updated tickets. A link to a ticket opens it directly.
Statuses, priority and assignment
| Status | Meaning |
|---|---|
| Open | The visitor is waiting for your team. A new ticket, and any ticket the visitor writes in again, is open. |
| Waiting for visitor | Your team replied last. |
| Resolved | Done. A message from the visitor opens it again. |
Set Priority (low, normal, high or urgent) to flag what needs attention first; high and urgent tickets show it in the list. Assign to me marks the ticket as yours, and Unassign releases it. The ticket shows who it is assigned to.
Email to visitors who have left
In the chat, a visitor can leave an email address for replies. When a reply goes unseen, because they closed the chat or left your site, Upsurge emails it to them:
- 60 seconds after each reply they haven't seen in the chat, or as soon as they leave.
- When they leave, every reply they haven't seen goes out in one email. A reply they already saw, or were already emailed, is never emailed again.
- The email comes from "Your site via Upsurge" and asks them to answer in the chat. Replies to the email aren't read.
- If the address bounces, replies stay in the chat until the visitor gives another address. The one that bounced isn't taken again on that ticket, and after three addresses have bounced, none is.
- A visitor can remove their address at any time, also after you resolve the ticket.
A ticket with an address shows Replies are also emailed to the visitor if they don't see them in the chat. Your team never sees the address itself.
Permissions
| Permission | Allows |
|---|---|
| Support inbox | Seeing tickets and conversations |
| Reply to support | Replying, and changing status, priority and assignment |
Owners and admins have both. Give a custom role Support inbox alone for someone who should only follow conversations. See Team and roles.