Give your team access, connect your channels, and route handoffs into the inbox.
Access to the inbox is granted by an agent seat — a per-user record in your workspace. The Inbox link only appears in the sidebar for users who have an active seat, and every inbox action is checked against the seat on the server, so an unseated user can't reach the data even with a direct link.
Only workspace owners and admins can manage seats. To revoke access, set the agent to Inactive rather than deleting it — that preserves their reply and assignment history.
The inbox doesn't introduce a separate channel setup — it reuses the channel your flow is already deployed on. Connect each channel the usual way, then handoffs from that flow land in the inbox automatically.
| Channel | Setup guide |
|---|---|
| Webchat | Webchat deployment — embed the widget; live agent replies are delivered straight to it. |
| Intercom | Intercom deployment — plus admin linking below. |
| Telegram | Telegram deployment |
| WhatsApp deployment — note the 24-hour reply window (Channels). |
On Intercom, replies are sent as an admin and admin actions inside Intercom (replies, assignments, opens, closes) are mirrored back into the inbox. For that to attribute correctly, link each inbox agent to their Intercom admin.
The Intercom workspace token obtained during OAuth is encrypted at rest and is never exposed through the API — only the connection's status and identity are readable.
Conversations reach the inbox through an Agent Handoff node in your flow. Add the node wherever the bot should escalate to a human (an explicit "talk to a human" choice, a low-confidence branch, a failed resolution, etc.). When the node fires it pauses the bot and queues the conversation for agents.
On Intercom you can additionally choose how the conversation is routed inside Intercom when it hands off:
| Strategy | Behavior |
|---|---|
| Assign to inbox | Unassign the bot and leave it for any agent to pick up (the default). |
| Assign to team | Route to a specific Intercom team. |
| Assign to admin | Route to a specific Intercom admin. |
| Tag only | Apply the handoff tag without changing assignment. |
You can also have the bot write a short handoff summary as an internal note so the agent picking up has instant context. On Intercom the summary is mirrored into the native conversation as well.
For webchat, Telegram, and WhatsApp there's nothing extra to configure — the handoff pauses the bot and the conversation appears in the inbox. An agent hands control back with Resume bot when the issue is resolved.