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
• Feedback badges: Positive feedback, Unresolved negative feedback, or Resolved negative feedback

Select a row to open the full conversation. In an open conversation, use Previous conversation and Next conversation, or press Shift+← and Shift+→, to move through your current list and filters. The header also has Copy link to conversation and, for helpdesk conversations, an Open in button for the helpdesk, such as Open in Gorgias.

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Filter conversations

Use filters to narrow the list before reviewing conversations. Select the filter button beside the sort menu to show or hide the Filters sidebar. On narrow screens, select Filters to open the same filters in a popover. Clear all resets every filter except the date range. Use the date picker (Any date) to limit the list by date. Choose Active to show conversations started or reopened in the range, or Started to show conversations created in the range. 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, Conversation reopened, Closed, Assistant joined, Assistant left, Requested transfer, Escalated, Unable to escalate, Added to cart, NPS survey requested, Requested contact info, OTP request sent, Follow-up email sent, Live view, and Agent notification sent. Hover the info icon on Requested transfer to see the agent’s reason. Contact details a shopper submits or declines appear on the shopper’s side of the timeline, with masked values.

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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 to
• Customer satisfaction
• Sentiment, for closed conversations
• Pairing time
• Conversation duration
• Conversation closed
• Notable attributes
• Smart tags
• Intents activated
• Actions taken
• Message feedback
• Last updated
• Created

The Shopper section can include Name, Email, Phone, Location, IP address, Device type, Device model, and Browser. IP address, device, and browser fields appear only for Remark chat conversations. Email and phone require permission to see shopper contact details. A shield badge marks contact details the shopper verified (Verified) or whose verification lapsed (Verification expired). Select View shopper profile to open the shopper in Shoppers. 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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Filter messages in a conversation

Select an intent, action, or feedback badge in the details panel to show only the messages that match it. To include more messages, select other badges in the same category. The footer shows the active filter, and Clear filter removes it. Select an ellipsis between results to show the messages in between.

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Message feedback

Hover over an expert or agent message and select Leave positive feedback or Leave negative feedback to rate it. To review feedback across conversations, select Message feedback in the conversation list toolbar. The page has Negative, Resolved, and Positive tabs. Filter it by Source (Conversation or Playground), Channel, Tags, Author, and date. After you handle negative feedback, select Mark as resolved.

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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.