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The InboxMate inbox brings together chats, emails, and tickets into a single view. AI assists you by drafting responses and suggesting actions.

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Conversation list

All incoming conversations appear in your inbox, sorted by most recent activity. Each entry shows:
  • Customer name or identifier
  • Last message preview
  • Channel (chat widget, email)
  • Status (open, resolved)
  • Timestamp

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Bulk selection

Triage a batch of conversations in one pass instead of opening each one:
  • Shift-click another row to select every conversation between the last single-click and the new row.
  • Cmd-click (macOS) or Ctrl-click (Windows / Linux) to toggle a single conversation in or out of the selection.
  • Selected rows highlight in green. A regular click clears the multi-selection and goes back to single-view.
When two or more rows are selected, the right pane switches to the bulk-action panel. From there you can:
  • Alle archivieren — archive every selected conversation. For Outlook-connected mailboxes, the messages are also moved to the Outlook Archive folder.
  • Sammelticket erstellen — create one ticket linked to all selected conversations. If every selected chat belongs to the same contact, that contact is set on the ticket; mixed selections create a ticket without a contact.
  • Alle löschen — hard-delete email conversations. Widget chats are archived instead (so the original interaction is preserved for usage tracking).
Every destructive action shows a confirmation modal that lists each selected subject before running. Actions run sequentially per conversation — if one fails the rest still complete, and InboxMate reports the first error.

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Viewing conversations

When you select a conversation, you see the full message history — including messages between the visitor and the AI agent. As an admin, you see additional information that visitors don’t:
  • Tool calls — see which tools the AI used (e.g., knowledge base search, web search) and what results they returned. Tool calls appear as expandable cards showing the tool name, status, and result.
  • Internal notes — staff-only notes that are invisible to visitors
  • Takeover status — whether the conversation is handled by AI or a human agent

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See how an email was sorted

When a categorizer has classified an email, its category shows as a badge in the conversation header. The badge is clickable — choosing Im Flow ansehen opens that categorizer in the flow editor’s trace mode and replays the exact path this email took through your rules (which branch matched, which actions ran or were suggested). It’s the quickest way to answer “why did this one get archived?” straight from the conversation.

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Human takeover

When the AI can’t handle a request, or when you want to personally respond, you can take over the conversation:
  1. Click Konversation übernehmen (Take over conversation) at the bottom of the chat
  2. Type your response in the reply box — it goes directly to the visitor
  3. The AI won’t respond while you have the conversation taken over
  4. Click Zurück an KI übergeben (Hand back to AI) when you’re done
During human takeover, the typing indicator is suppressed — visitors won’t see “thinking…” dots when there’s no AI response expected.

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AI-drafted responses

When a customer sends a message, InboxMate drafts a response based on your knowledge base. You can:
  • Send as-is if the draft is accurate
  • Edit the draft before sending
  • Write your own response from scratch
Drafting a response costs AI credits, not a fixed monthly draft count — see Usage and billing for what each action costs and how credits work.

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Ticket suggestions

The inbox can suggest creating tickets for complex issues that need follow-up. This feature is available on Pro and Business plans.