Human Inbox

Live chat with a human handover

See every conversation from your panel's chat widget in one inbox, and step in the moment a customer needs a person.

Try the inbox Support suite
The best of both

AI for the routine, people for the rest

An AI agent can answer most panel questions, but some conversations deserve a person: an unhappy customer, a payment problem, an unusual order. The Human Inbox keeps those conversations visible and lets your team take over from the chatbot without the customer leaving the chat.

What you get

Every conversation in one list

Filter by open, replied, escalated or closed. Newest activity is always on top.

Visitor context

See the verified username, the order being discussed, location and the full message history before you reply.

Take over instantly

Reply as your team. The visitor sees it live in the widget, with no page reload.

Know where they are

Country and city details help you understand your audience and spot unusual activity.
Escalation

Important chats reach your team

When a conversation needs attention, Accesza can alert your staff on Telegram or WhatsApp so nothing sits unanswered. You decide who is alerted for which kinds of requests in Staff & routing.

  • Escalated chats are highlighted in the inbox
  • Alerts go to the team members you choose
  • Close a chat when it is resolved to keep the list clean
  • Your knowledge base improves the next answer

Frequently asked questions

What is the Human Inbox?+

It is a shared inbox for your website chat. You see every visitor conversation, who the visitor is and what they asked, and your team can reply directly as a person.

What happens when I reply as a staff member?+

Your message appears in the visitor's chat right away, marked as coming from your team, and the conversation is marked as replied.

Can the AI and my team work together?+

Yes. The agent answers the routine questions. Anything it cannot handle, or that a customer escalates, is waiting in the inbox for a person.

Is the Human behaviour mode the same as the Human Inbox?+

No. The inbox is where your people join conversations. Human behaviour is an optional mode where the AI replies in a natural, human tone, which uses credits.

Can I see where visitors come from?+

The inbox shows the visitor's country and city where available, the page they chat from and their message history.

Never lose a customer conversation

Add the chat widget to your panel and manage every chat from one inbox.

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