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Overview

Here, you act as an overseer while Neo takes care of thousands of conversations simultaneously. Inbox Manage Conversations Pn Neo handles customer inquiries, product support, and sales interactions — all in real time — so you can step in only when needed.

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Conversations list

On the left-hand panel, you’ll see a list of all conversations. By default, the most recent conversations appear at the top. By default, the most recent conversations appear at the top. You can quickly search or filter conversations using the Search icon at the top:
  • Search: Look up conversations by keyword — whether it’s in the message content, or tied to customer data like name, email, or address.
  • Star: Filter starred conversations.
  • Unread: View conversations you haven’t opened yet.
  • Blocked: Show blocked or restricted conversations.
  • Live: Filter conversations where the customer is currently online.
  • Active carts: Show conversations linked to active shopping carts.
  • Checking out: See conversations where the customer is in the checkout process.
  • Purchased: Show conversations linked to completed purchases.

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Conversation messages

In the center of the screen, you’ll see the full message thread between Neo and your customer. Inbox Conversation Messages Pn To join a conversation manually, click Join Conversation.
Once you join, Neo will stop replying unless specific automated messages are triggered via Automation Flows.

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Contact profile

On the right-hand side, you’ll find a detailed Contact Profile — a real-time snapshot of who you’re talking to. Inbox Conversation Profile Pn This information helps Neo personalize the conversation by understanding the customer’s needs, personality, and emotions. Contact Basic Information
  • Chat time: Duration of the current conversation session
  • Product in cart: Number of products currently in the customer’s cart
  • Total orders: Number of orders placed in this session
  • Total spent: Total amount spent in this session
  • Name / Email / Phone: Collected via form, email, or entered manually
  • Joined: When the conversation started
  • Segment: Customer group (manually assigned or AI-suggested)
  • Address: Based on form, shipping info, or manually added
  • Note: Additional notes from you or Neo

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Session information

Inbox Conversation Profile Session Info Pn
  • Referrer: Source of traffic (e.g., Google, ad campaign)
  • Device: Device type (e.g., mobile, desktop)
  • Country: Determined via IP address
  • Language: Based on browser or device settings
  • Time: Local time in the customer’s timezone

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Activities

See a detailed list of the customer’s actions on your website — from page views to product interactions — for deeper context during conversations. Inbox Conversation Profile Activities Pn

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Flow runs

Track all Automation Flows that have been triggered for this customer. Inbox Conversation Profile Flow Runs Pn You can monitor the progress of each flow step in real time, helping you understand how automation is performing.

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Conversation history

All past conversations are recorded and linked by visitor identifiers like IP, cookies, email, or account login. Inbox Conversation Profile Conversations Pn Click on any past conversation to view its full history.