# Conversations

> The Helpdesk inbox — every session, every channel, in one place. Filter, search, and review transcripts.

import Screenshot from "../../../components/docs/Screenshot.astro";

The Helpdesk inbox is where you see what your agent is actually doing. Every session — web widget, Slack, Teams, Discord — lands here in real time. It's the main tool for QA-ing agent behavior, spotting gaps in the knowledge base, and stepping in when needed.

## The two views

Helpdesk runs as a separate mode in the console — switch into it from the workspace mode selector. Inside Helpdesk mode there are two pages:

- **Inbox** — every session that needs human attention, organized as **Open** and **Resolved** tabs.
- **Live conversations** — sessions the agent is currently handling, surfaced for at-a-glance monitoring (last 30 minutes of AI-handled sessions on the **AI** tab).

Both pages share the same row format: channel icon, visitor identifier (when available), agent's last reply, status, and a context panel that opens on the right when you click a row.

<Screenshot src="/screenshots/helpdesk-00-inbox.webp" alt="Helpdesk inbox with open sessions, transcript, operator actions, and context panel." label="Console · Helpdesk inbox" description="Inbox list with channel icons, status pills, and a session-detail panel open on the right showing the full transcript with citations." />

## Filtering

Filter by:

- **Agent** — multi-select when you have multiple agents in the workspace.
- **Channel** — multi-select (widget, Slack, etc.).
- **Mine only** — toggle to show just sessions assigned to you.

Switch tabs (**Open / Resolved** in Inbox, **AI** in Live) to scope by status.

## Reading a session

Click a row to open the context panel. You see the full conversation — user messages, agent replies, citations, any tool calls the agent made, and any handoff events. Visitor typing indicators and last-seen timestamps surface in real time.

## Operator actions

When you're working a session in the Inbox:

- **Claim** — take ownership; the session moves into "Mine only" filter results.
- **Assign** — pick another operator to take it.
- **Send operator reply** — type a message as a human (the agent stays paused).
- **Barge in** — interrupt the agent mid-stream when you need to take over urgently.
- **Return to AI** — release the session back to the agent.
- **Resolve** — mark the session resolved and move it to the Resolved tab.

## Next steps

- **[Human handoff](/docs/helpdesk/human-handoff)** — how sessions land in the Inbox in the first place.
- **[Citations & re-training](/docs/knowledge-base/citations)** — debugging answers you spot in the inbox.

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Source: https://owlish.bot/docs/helpdesk/conversations