# Inbox & Chat

{% embed url="<https://youtu.be/f4P4UvLJj6I>" %}

**Chat Section Overview - Omni-channel Inbox**

The chat section provides a unified view of all user interactions with the bot across various platforms. Here's how to navigate it:

1. **User Information**:

Displays columns for **User Name**, **Phone Number**, and **Email** for easy identification.

<figure><img src="/files/27mxVHGKVt7XkVZvp7uu" alt=""><figcaption></figcaption></figure>

1. **Tag Assignment**:

   * You can assign tags to specific chats.
   * To create a new tag, click on the **"Create Tag"** button available in the dropdown menu.

   <figure><img src="/files/214z2YsZEUow3qNDFaGt" alt=""><figcaption></figcaption></figure>
2. **Assign Live Agent**:

   * Assign a live agent to handle specific chats.
   * If you need to add a new agent, use the **"Create Agent"** button in the dropdown menu.

   <figure><img src="/files/plwbjiHZoBlaI6bTN3fJ" alt=""><figcaption></figcaption></figure>
3. **Chat Status**:

   * Assign a status to each chat.
   * Create new status via the **"Create Status"** button in the dropdown menu.

   <figure><img src="/files/Yjcdm9SFS96EH6iF5YEU" alt=""><figcaption></figcaption></figure>
4. **Actions**:

   * The action column contains buttons to **Call**, **Delete**, or **Copy** a user’s chat for further reference.

   <figure><img src="/files/hGMYbxcG65ESOrecJTmI" alt=""><figcaption></figcaption></figure>

### **Chat Window Features**&#x20;

When you open a specific chat, several useful tools and information are available to manage conversations efficiently:

#### **Top Navbar Tools:**

1. **Chat Translation**:

   * Instantly translate the chat into your preferred language with the **Translate** button.

   <figure><img src="/files/fAFuk4TAvJkgJxbVHZRs" alt=""><figcaption></figcaption></figure>

2. **Transfer Chat**:
   * Transfer the current chat to another agent using the **Transfer** button.

3. **Download Chat Transcript**:

   * Download the entire chat history by clicking on the **Download Transcript** button.

   <figure><img src="/files/fArFnn16qFqdNaWFfk4Q" alt=""><figcaption></figcaption></figure>

4. **Tag and Status Assignment**:

   * Assign tags and status to the chat directly from this window. You can also create new tags or status using the provided options in the dropdown menus.

   <figure><img src="/files/vrJtZnHHv0KCPp7HZ6sn" alt=""><figcaption></figcaption></figure>

5. Quick Replies

{% embed url="<https://youtu.be/cigQ862sH08?feature=shared>" %}

**Visitor Profile (Left Sidebar):**

* The **Visitor Profile** section provides key details about the user interacting with the bot, including:

  * **Name**
  * **Location**
  * **Phone Number**
  * **Email**
  * Any **custom attributes** you've created, like preferences or additional details.

  <figure><img src="/files/E7NmUj7dIayOm8rEplcA" alt=""><figcaption></figcaption></figure>

### **Using Filters in the Inbox Panel**

The inbox panel provides various filters to help you segregate chats according to your needs. You can apply different filters to organize and manage your inbox efficiently.

* **Available Filters**:\
  Use filters based on parameters such as **tags**, **status**, **assigned agent**, and more to narrow down specific chats.
* **How to Apply Filters**:\
  Simply select the desired filter from the dropdown menu in the inbox panel, and the relevant chats will be displayed accordingly.

<figure><img src="/files/iTI7ypbI3NcdCfRGzRDj" alt=""><figcaption></figcaption></figure>

This feature makes it easier to sort and manage your chats based on specific criteria.

#### Need Help?

Please feel free to reach out to us at <mark style="color:$primary;"><support@botpenguin.com></mark>, in case of any questions or concerns.


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Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
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```

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