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AI Inbox

Give your team full AI context before they read a single message. AI Inbox routes escalated conversations to your agents with a summary, extracted details, and a suggested reply already prepared.

8 min read

Updated June 2026

What is the AI Inbox?

The AI Inbox is a human escalation workspace built directly into ChatSpark. When your AI agent determines it needs human help, it opens an Assist and hands the conversation to your team.

Before your agent reads a single message, the AI has already prepared:

  • A plain-language summary of the conversation
  • Extracted customer details such as name, email, and order number
  • A priority level based on urgency signals in the conversation
  • A category label such as billing, refund, or technical
  • A suggested reply your agent can use or edit
  • An explanation of why the AI escalated

This is different from a traditional ticketing system. Your team does not manage a queue of raw transcripts. They see the decision they need to make, with everything already organized.

Available on Plus, Pro, and Enterprise
AI Inbox is included on Plus, Pro, and Enterprise plans. Enable it by adding the ChatSpark AI Inbox action to any AI agent in the AI Actions section.

How It Works

  1. Trigger detection: A customer says something like “talk to a person” or “live agent” and your AI agent detects the escalation intent.
  2. Information collection: The AI gathers the customer's name and email through a short form or natural conversation flow, depending on the channel.
  3. Confirmation: The customer confirms their details before the Assist is created.
  4. Assist creation: The AI analyzes the full conversation and generates a summary, priority, category, suggested reply, and tags. An Assist is created in your AI Inbox.
  5. Team notification: Your team receives an email with the AI summary and a direct link to the Assist.
  6. Customer confirmation: The customer receives a confirmation email with a reference number and a note that your team will follow up.

Setting Up the AI Inbox

  1. Go to AI Actions in the left sidebar.
  2. Find ChatSpark AI Inbox in the Support category.
  3. Click Enable on the agent you want to connect.
  4. Fill in your SMTP details so outbound emails are sent from your own domain. You will need your SMTP host, port, username, and password. Most email providers such as Gmail, Outlook, and SendGrid support SMTP.
  5. Add your support team notification email. This is where new Assist notifications are sent.
  6. Optionally add your company address in the email footer field.
  7. Save the action. The AI Inbox menu item will appear in your sidebar.
Trigger Phrases
The AI Inbox action responds to phrases like “live agent”, “talk to a person”, “customer service”, and similar escalation signals. You can also set a confidence threshold so the AI proactively offers to connect the customer with a human when its confidence drops below a level you choose.

The AI Inbox View

The AI Inbox has three panels working together.

Assist list

The left panel shows all your Assists organized by status: Open, Pending, and Closed. Each row shows the customer name, a one-line AI summary preview, a priority badge, and the time the Assist was created. A green dot appears when there is an unread customer reply.

Conversation and reply

The center panel shows the full conversation transcript from the chat session, followed by any internal notes and customer email replies. At the bottom you can reply directly to the customer via email, or leave an internal note that is only visible to your team.

AI Intelligence panel

The right panel is where the AI does the work. It contains:

  • Summary: A 2 to 3 sentence plain-language summary of the conversation
  • Customer Details: Name, email, and any identifiers the AI extracted from the conversation
  • Suggested Reply: A ready-to-send draft your agent can copy into the reply box or refine with one click
  • Case Info: Priority, category, and AI-generated tags
  • Previous Assists: Any prior Assists from the same customer email

AI Reply Refinement

The suggested reply in the AI Intelligence panel is a starting point, not a final answer. Your agents can refine it with one click using the options below the suggested text.

  • Regenerate: Get a fresh suggestion with a different approach
  • Shorter: Condense the reply to the essentials
  • More formal: Adjust the tone for professional communication
  • More casual: Adjust the tone for a friendly, conversational reply

Click Copy to Reply Box to move the refined text into the reply field.

Email Reply Threading

Every email sent from the AI Inbox includes a reply address managed by ChatSpark. When a customer replies to any email in the thread, their reply is added to the Assist automatically and your team is notified.

The full thread appears in Gmail and Outlook as a native email conversation. Customers do not need to log into a portal or open a new chat. They just reply to the email.

Conversation Continuity

When an Assist is closed, the resolution is stored and linked to the customer's chat history. The next time the same customer starts a conversation with your AI agent, the AI knows what was resolved and can reference it naturally.

This is only possible because the AI agent and the AI Inbox share the same system. Traditional help desks and chat tools store this data separately and cannot connect them.

Customer Satisfaction

When you close an Assist, you can optionally send the customer a one-question satisfaction survey. The email contains two links: one for a positive response and one for a negative response. The result is stored on the Assist and included in your reporting.

Negative CSAT responses are surfaced in the AI Intelligence panel as a training signal, helping you identify conversations worth adding to your AI training data.

Train Your AI from Resolved Assists
When you close an Assist and your agent has replied, ChatSpark asks if you want to add the resolution to your AI training data. One click creates a training record. The more Assists you resolve, the smarter your AI gets.