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The Inbox collects what your agents gather during conversations. It has two tabs:
  • Leads: people who left their details so you can follow up.
  • Extra fields: other details the agent was told to save, such as an order number or a preferred time, plus a log of every action the agent ran.
Open it from Inbox in the sidebar. Everyone in the workspace can see it.

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Leads

A lead is saved when an agent with a Lead capture action collects someone’s details. The agent offers to take them when a person shows real interest, such as asking about prices, availability or how to get started. It saves once it has every required field. New agents start with a lead capture action that asks for a name (required), and a phone number and email when offered. See Capture leads. The Leads tab lists the 200 most recent leads, newest first. When a lead is saved:
  • you get a New lead notification, by email unless you have changed it
  • if the contact has no name yet, the lead’s name becomes their name
  • the conversation page shows a Lead captured card
If no lead has come in yet, the tab shows Turn on lead capture, which opens the agent’s Actions page with the editor open on a new lead capture action.

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Extra fields

A Capture details action tells the agent which details to save when they come up, like an order number, a vehicle or a preferred time. The agent collects them over the conversation and asks for any required ones still missing. Each save lands here. See Collect data. The tab has two cards. Extra fields (“Details the agent asked for during conversations”) lists the 200 most recent saves: Action log (“Every tool the agent uses”) lists the 100 most recent tool calls by any of your agents. That includes knowledge searches, lead and detail captures, bookings, API calls, messages taken and requests for a person. A failed status means the action returned an error to the agent. For example, a required field was still missing, an API call timed out, or the calendar could not be reached. The agent sees the error and works around it, for example by asking for the missing detail or offering to take a message. If nothing has been saved yet, the tab shows Choose what to capture, which opens the agent’s Actions page with the editor open on a new capture details action.

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Filter by agent

With two or more agents, both tabs show a filter set to All agents. Pick one to see only its leads or fields. The filter carries over when you switch tabs.

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Handling items

Leads and extra fields are a record: there is no status to set or item to close. Follow up from the lead’s details or the linked conversation. For your CRM or a spreadsheet, export them. Messages the agent takes for you are not in the Inbox. They appear under Needs attention on the dashboard, where you mark each one read. They also appear on the conversation page and the contact’s page.

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Export

Export CSV at the top of each tab downloads its leads or extra fields as a CSV file. The action log is not exported. The button appears once the tab has at least one row. If you have filtered to one agent, only that agent’s rows are exported. See Exports for the columns.