Inbox
Review live and completed voice and web conversations across your workspace's agents.
The Inbox brings voice and web conversations from all your agents into one workspace view. Use it to follow live conversations, review what happened, and find a customer's earlier calls.
The layout
The Inbox has three columns: the conversation list on the left, the thread in the middle, and the customer panel on the right. Open it from Engage → Inbox; the newest conversation opens automatically.
Find a conversation
- Search by a customer's name or phone number.
- Filter by Voice, Web or all channels.
- Filter by Live, Ended or all statuses.
- Select one agent or All agents.
- Load more results as you move down the list.
Summary cards show the number of conversations, how many are live or finished, and the average conversation length for the selected agent filter.
Follow and review a conversation
Select a conversation to open its thread. A live conversation updates as the customer and agent speak. An ended one shows:
- AI Call Summary — a short account of what was asked and what happened.
- Voice Call Intelligence — details Chatley picked out of the call, such as the caller's sentiment and how it ended.
- The transcript, duration and outcome.
The customer panel shows available contact details and earlier conversations, and a recording you can play when one exists.
Some details are intentionally unavailable for PCI-compliant agents: Chatley hides their transcript and summary in the Inbox to protect payment information.
The Inbox is scoped to the workspace you have open. Switch workspaces to review another workspace's conversations.
Next steps
- Calls — the full call history and the Needs review queue.
- Live call monitoring — listen to and supervise a live phone call.
- Analytics — compare performance across calls and time ranges.
- Agents — review an individual agent's readiness and activity.