Customer conversations in the Inbox
Search and filter customer threads, then review their source, activity, and status in the Inbox.
Find conversations
The Inbox lists customer threads from Messenger, the Help Center, and AI clients. AI-client threads appear as MCP.
Conversation and process states
Open
The thread hasn’t been handed to a person or resolved. If Cactus is answering, it appears under Cactus is answering.
Waiting on you
The thread has been handed to a person and is waiting on your team, even if Cactus is still answering.
Resolved
The thread has been resolved.
Search threads
In Inbox, enter a term in Search threads to match thread titles.
Filter threads
In Filters, choose Waiting on you for threads handed to your team or Resolved for resolved threads. Cactus may still be answering a thread in Waiting on you. If any threads are waiting, Inbox opens to Waiting on you by default; otherwise, it opens to Everything.
Review a thread
Each row shows where the thread started, the customer’s name or Visitor, recent activity, and the customer’s language when it differs.
A failed Cactus turn appears with its failure label.
Open a thread to read its messages in time order. The header shows its source and, when relevant, Waiting on you or Resolved. Private notes are marked Internal.