Inbox

The Inbox is where you review conversations that happened through Remark chat and supported helpdesk channels. Use it to inspect what shoppers asked, how the Remark Agent or human experts responded, which intents and actions were used, and what happened after the conversation. The Inbox page is labeled Conversations in the dashboard.

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Conversation list

The conversation list shows recent and historical conversations for your workspace. Each row can include:

• Shopper name, email, or anonymous shopper label
• Helpdesk subject line, when the conversation came from a ticket channel
• Conversation summary
• Channel or connected platform
• Conversation duration or ongoing status
• Last message time
• Participants, including human experts, external agents, and the Remark Agent

Select a row to open the full conversation.

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Filter conversations

Use filters to narrow the list before reviewing conversations. You can also sort by Most recent or Least recent based on the last message date.

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Message timeline

The timeline includes shopper messages, agent replies, internal notes, and system events. Message-level details can include:

• Detected intents and matching explanations
• Knowledge citations
• Actions and tools used by the agent
• Thought process when available
• Positive and negative feedback counts
• Attachments
• Product recommendations
• Linked products
• Presented showcases
• Raw message inspection for processed external-channel messages

System events can include conversation started, reopened, closed, AI joined or left, transfer requested, escalation, cart add, NPS survey, contact info request, and follow-up email events.

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Segments

Some conversations contain multiple segments. Use the Segments menu to jump to a specific conversation segment by date and time. Segments are useful when a shopper returns later or a conversation is reopened after the original exchange.

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Details panel

The Basic info section can include:

• Subject
• Conversation summary
• Customer
• Connected expert
• Channel
• Synced platform
• Customer satisfaction
• Sentiment
• Pairing time
• Conversation duration
• Closed time
• Notable attributes
• Smart tags
• Actions taken
• Last updated
• Created time

The Shopper section can include the shopper name, email, location, IP address, device type, device model, and browser. Browser and device fields are only shown for browser-based Remark chat conversations. The Orders section can show recent order context when order visibility is available for your role.

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Actions taken

The Inbox shows actions at both the message level and in the details panel. Action badges indicate:

• Which action ran
• Whether it succeeded or failed
• Whether it made a change in an external system
• When it occurred
• How many times the same action occurred

Use the Action taken filter when you need to audit conversations where a specific integration action, order action, cart action, or support action was used.

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Related pages

• Use Playground to test agent behavior before it reaches shoppers.
• Use Intents to update which scenarios the agent should match and how it should respond.
• Use Persona Studio to adjust agent voice and broad response preferences.