Conversations inbox

The Conversations inbox is where every chat between Sam and your visitors lives. Open it from the sidebar.

The list view

Each row in the inbox shows:

• Visitor name or email if Sam captured one, otherwise a session ID
• Last message preview
• Status pill — Open, Closed, or Escalated
• Widget the conversation came from (if you have multiple)
• Updated time

The list is paginated — 25 conversations per page.

Searching and filtering

The search bar matches against:

• Visitor name
• Visitor email
• Session ID
• Any message content in the conversation

Filters available above the list:

• Status — Open, Closed, or Escalated
• Ended reason — why a conversation closed (resolved, idle timeout, handover, visitor left)
• Widget — narrow to one widget if you run several

Conversation detail

Click any conversation to open the detail view. You’ll see:

• The full message thread, with bot and visitor messages clearly distinguished
• Visitor metadata (name, email, page they were on, browser, country)
• A reply box if you want to step in and message the visitor as a human agent (Pro plan only — see Human handover)
• A Close conversation button to mark it resolved

Live conversations refresh automatically — no need to reload the page.

Conversation lifecycle

A conversation moves through these states:

1. Open — visitor is chatting or recently chatted
2. Escalated — Sam has handed over to a human agent (Pro only)
3. Closed — conversation has ended

Conversations close automatically after the session timeout for your plan:

Plan	Session timeout
Trial	15 minutes
Starter	20 minutes
Growth	30 minutes
Pro	45 minutes

You can also close conversations manually with the button in the detail view.

Conversation history retention

Conversation history (the ability to see closed conversations) is included from Growth onwards. On Starter, only currently open conversations are shown. See the billing guide for the full feature matrix.