AI Inbox

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 team member 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.

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. On Enterprise plans, the notification is routed to the assigned agent based on availability and current workload rather than sent to all team email addresses.
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. Enter your support team name and the email address you want outbound emails sent from. This is the address your customers will see in their inbox.
5. Choose your email provider from the dropdown. Supported providers are Brevo, SendGrid, Postmark, and Resend. Paste in the API key from your chosen provider. This keeps email delivery tied to your account and your domain reputation.
6. Add your support team notification email. This is where new Assist notifications are sent. Separate multiple addresses with commas.
7. Optionally add your company address in the email footer field.
8. Save the action. The AI Inbox menu item will appear in your sidebar.

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 AI draft that appears pre-filled in the reply box the moment you open an Assist
• Assist Info: Priority, category, and AI-generated tags
• Previous Assists: Any prior Assists from the same customer email

AI Reply Refinement

When you open an Assist, the AI-generated reply is already waiting in the reply box, highlighted with an AI draft indicator. Your agent can send it as written, edit it directly, or refine it with one click using the options directly below the reply field.

• 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

The AI draft indicator clears as soon as your agent starts typing, so there is no confusion about which parts are AI-generated and which have been edited. Switching to the Internal Note tab keeps a clean, separate field for team-only messages.

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.

Training Your AI from Resolved Assists

Every closed Assist is a training opportunity. Close one and ChatSpark prompts you to add the resolution to your AI with one click. Each question the customer asked is paired with the corresponding reply and saved as a separate training entry. Personal details are stripped before anything is saved. Everything indexes immediately, so the next time a customer asks something similar your AI handles it directly.

Customer Satisfaction

When closing an Assist, you can optionally send the customer a one-click satisfaction survey. Results appear in your reports and negative responses are flagged in the AI Intelligence panel as training signals.

Team Access

Any team member with the Admin role or above can access the AI Inbox by default. If you want to give a team member AI Inbox access without access to agent settings, analytics, or billing, use the Support role.

Support members log in directly to the AI Inbox. They can view assists, reply to customers, add internal notes, and update status and priority. They cannot access agent configuration, training data, or any other account area.

To invite a Support member, go to Team and Security and send an invitation with the Support role selected. See the Team and Security documentation for step-by-step instructions.

Support and Manager role users have an Available or Offline status shown in the sidebar. On Enterprise plans, an Owner or Admin can control whether a Support member can set their own availability status or whether it is managed from the Management view.

Management

Management is an Enterprise-only view giving Owners, Admins, and Managers a live picture of team workload, queue health, and agent availability. Access it from the Management item in the AI Inbox sidebar after Reports.

Team Workload

Each team member with AI Inbox access has a workload card showing their open Assist count, average resolution time, CSAT score, and current availability. If an agent has significantly more open Assists than the team average, their card shows a high load indicator. Toggle any agent Available or Offline directly from their card.

Availability and Schedule

Expand any agent card to set a weekly work schedule. When the schedule editor is open, a sparkline shows when Assists typically arrive over the last 30 days to help you set coverage times that match actual demand. Agents can be toggled Available or Offline manually at any time regardless of their schedule.

Queue Health

The queue section shows the number of unassigned open Assists, the age of the oldest open Assist, and a 7-day backlog trend.

Reassign Assist

A list of unassigned Assists lets you assign them to available agents with one click. The newly assigned agent receives a notification.

AI Inbox Integrations

AI Inbox connects to your existing tools to create Assists automatically. Telephony integrations pull voicemail transcripts as they arrive. Migration importers bring open tickets from a help desk platform when your team switches to AI Inbox.

All integrations are configured per AI Agent in AI Inbox then Settings then Integrations.

Telephony and Voicemail

Telephony integrations listen for voicemail events from your phone system and create a new Assist each time a caller leaves a message. The transcript is attached automatically so your team has full context before they open the thread.

Each connected line gets a Brand Label. That label is applied to every Assist from that number so your team can filter by brand, department, or line at a glance.

Dialpad

Connect one or more Dialpad phone numbers to your AI Inbox. When a caller leaves a voicemail, the transcript is pulled in automatically and a new Assist is created for your team.

You can connect multiple numbers from the same Dialpad account. Each number has its own brand label and target scope.

• Brand Label: The label applied to every Assist from this number. Creates or matches an existing Inbox Label in your label settings.
• Target Type: The Dialpad target to monitor. Options are User, Call Center, and Department.
• Target ID: The numeric ID for the target found in your Dialpad admin portal.

1. Go to AI Inbox then Settings then Integrations.
2. Click Configure on the Dialpad card.
3. Enter your Dialpad API key, phone number, brand label, target type, and target ID.
4. Click Connect Line. The line becomes active immediately.

RingCentral

Connect one or more RingCentral extensions to your AI Inbox. When a caller leaves a voicemail, the transcript is pulled in automatically and a new Assist is created for your team.

Each extension you connect gets a Brand Label. That label is applied to every Assist created from that extension so your team can filter by brand, department, or line at a glance.

• Client ID: Your RingCentral app Client ID from the Developer Console.
• Client Secret: Paired with the Client ID. Keep it private.
• User JWT: A user-level JWT token from the Developer Console under App Credentials.
• Extension ID: The RingCentral extension to monitor. Use ~ for the current user or enter a specific extension ID for a call center or department.
• Brand Label: The label applied to every Assist from this extension. Creates or matches an existing Inbox Label.

1. Go to AI Inbox then Settings then Integrations.
2. Click Configure on the RingCentral card.
3. Enter your Client ID, Client Secret, User JWT, extension ID, brand label, and phone number.
4. Click Connect Line. The line becomes active immediately.

Twilio

Connect a Twilio account to your AI Inbox. When a caller leaves a voicemail on your Twilio phone number, the recording and transcript are pulled in automatically and a new Assist is created for your team.

• Account SID: Your Twilio Account SID from the Twilio Console dashboard.
• Auth Token: Your Twilio Auth Token from the Twilio Console dashboard.
• Phone Number: The Twilio phone number this line monitors. Used for identification only.
• Brand Label: The label applied to every Assist from this number. Creates or matches an existing Inbox Label.

1. Go to AI Inbox then Settings then Integrations.
2. Click Configure on the Twilio card.
3. Enter your Account SID, Auth Token, phone number, and brand label, then click Connect Line.
4. Copy the Webhook URL displayed on the connected line card.
5. In the Twilio Console, open your phone number and set the webhook URL as the Voice webhook.

Aircall

Connect one or more Aircall numbers to your AI Inbox. When a call ends as a voicemail, the transcript is fetched automatically and a new Assist is created for your team.

• API ID: The API ID generated in Aircall under Dashboard then Integrations then API Keys.
• API Token: Paired with the API ID. Keep it private.
• Phone Number: The Aircall number this line monitors. Used for identification only.
• Brand Label: The label applied to every Assist from this number. Creates or matches an existing Inbox Label.

1. Go to AI Inbox then Settings then Integrations.
2. Click Configure on the Aircall card.
3. Enter your API ID, API Token, phone number, and brand label.
4. Click Connect Line. The webhook is registered automatically.

Quo

Connect your Quo workspace to AI Inbox. When a caller leaves a voicemail, the transcript is pulled in automatically and a new Assist is created. One webhook covers your entire workspace, with optional per-number filtering.

• API Key: Your Quo API key from Settings then API.
• Phone Number: Optionally filter to a specific number in your workspace. Leave blank to receive voicemails from all numbers.
• Brand Label: The label applied to every Assist from this workspace. Creates or matches an existing Inbox Label.

1. Go to AI Inbox then Settings then Integrations.
2. Click Configure on the Quo card.
3. Enter your API Key and brand label.
4. Optionally select a phone number from the dropdown to filter by a specific number.
5. Click Connect Line. The webhook is registered automatically.

Vonage

Connect a Vonage Application to your AI Inbox. When a caller leaves a voicemail recording, a new Assist is created automatically. Vonage webhook URLs are configured in the Vonage Dashboard rather than registered programmatically.

• Application ID: Your Vonage Application ID from the Vonage Dashboard under Applications.
• Private Key: The private key downloaded when you created the Vonage Application. Paste the full PEM contents.
• API Key and API Secret: Optional. Providing these enables webhook signature verification for added security.
• Brand Label: The label applied to every Assist from this application. Creates or matches an existing Inbox Label.

1. Create a Vonage Application in the Vonage Dashboard with Voice capability enabled and download the private key.
2. Go to AI Inbox then Settings then Integrations.
3. Click Configure on the Vonage card.
4. Enter your Application ID, paste your private key, and add a brand label.
5. Click Connect Application, then copy the Webhook URL shown on the card.
6. In the Vonage Dashboard, open your Application and set the copied URL as the Event URL.

Built-in Dialer

The built-in dialer lets agents call customers without leaving AI Inbox. Click the phone icon in the Assist header to open the dialer panel. The customer phone number is pre-filled if it is available on the Assist.

After every call, AI generates a 3 to 5 sentence summary including duration, key outcomes, and any follow-up actions mentioned. The summary is saved as a note on the Assist automatically. A one-click button on the note lets you add the resolution to your AI training data. If transcription is not available for your account, a call log entry with duration and timestamp is saved instead.

Supported Providers

Full in-browser dialing is available with RingCentral, Twilio, Aircall, and Vonage. RingCentral and Aircall load their own workspace inside the dialer panel. Twilio and Vonage show a built-in dial pad. Dialpad uses click-to-call: the call button opens Dialpad with the customer number pre-filled. In-browser calling and call summaries are not available for Dialpad. Quo does not support dialing.

App Setup

Open the integration card in AI Inbox then Settings then Integrations and expand the Dialer section.

• RingCentral: Enter a Client ID and Client Secret from a RingCentral app created in the Developer Console.
• Twilio: Enter your TwiML App SID. You also need a Recording Configuration and Transcription Configuration set up in the Twilio Console. Without these, calls are logged but no AI summary is generated.
• Aircall: Enable the toggle. No additional credentials are needed. Call summaries require the Aircall AI Assist add-on on your Aircall account.
• Vonage: Enable the toggle. No additional credentials are needed. Call summaries use Vonage transcription, which is billed separately by Vonage.

Per-User Setup

RingCentral requires each team member to connect their own account. Once the app is configured, click Enable Dialer in the Assist header and authorize your RingCentral account in the popup. For Twilio, Aircall, and Vonage, the call button is active for all team members once the app is set up.

Sentiment and Follow-Up

Each call summary note includes a sentiment signal (positive, neutral, frustrated, or escalation risk) shown as a colored badge. After the call, a follow-up email draft is pre-populated in the reply box so your agent can send a post-call email with one click.

Help Desk Migration

Migration importers let you bring open and pending tickets from your current help desk into AI Inbox as Assists when your team switches platforms. Each importer includes full conversation history so your team picks up exactly where things left off.

Imports run on demand from the integration drawer. Tickets already imported are skipped automatically, so you can run the import multiple times safely.

HappyFox

Import open and pending tickets from HappyFox into AI Inbox as Assists, including full conversation history. Use this when migrating from HappyFox so your team can continue working from AI Inbox without losing any context.

Each import run brings in up to 200 tickets. You can run it again to import the next batch. Tickets already imported are skipped automatically, so running it twice is safe.

• Subdomain: The first part of your HappyFox URL. For acme.happyfox.com the subdomain is acme.
• API Key: Found in HappyFox under Account Settings then Developers then API.
• Auth Code: Generated alongside the API Key. Both are required.
• Brand Label: The label applied to every imported ticket. Creates or matches an existing Inbox Label.

1. Go to AI Inbox then Settings then Integrations.
2. Click Configure on the HappyFox card.
3. Enter your subdomain, API Key, Auth Code, and brand label, then click Add Account.
4. Click Run Import. The result shows how many tickets were imported and how many were skipped.
5. If more than 200 tickets are available, run the import again to continue.

Intercom

Import open conversations from Intercom into AI Inbox as Assists, including full conversation history. Use this when migrating from Intercom so your team continues working without losing any context.

Each import run brings in up to 200 conversations. You can run it again to import the next batch. Conversations already imported are skipped automatically.

• Access Token: A token created in Intercom under Settings then Integrations then Developer Hub.
• Brand Label: The label applied to every imported conversation. Creates or matches an existing Inbox Label.

1. Go to AI Inbox then Settings then Integrations.
2. Click Configure on the Intercom card.
3. Enter your Access Token and brand label, then click Add Account.
4. Click Run Import. The result shows how many conversations were imported and how many were skipped.

Zendesk

Import open and pending tickets from Zendesk into AI Inbox as Assists, including full conversation history. Use this when migrating from Zendesk so your team continues working from one workspace.

Each import run brings in up to 200 tickets. Tickets already imported are skipped automatically, so running it again is safe.

• Subdomain: The first part of your Zendesk URL. For acme.zendesk.com the subdomain is acme.
• Agent Email: The email address of the Zendesk agent used to authenticate.
• API Token: A token created in Zendesk Admin under Apps and Integrations then APIs then Zendesk API.
• Brand Label: The label applied to every imported ticket. Creates or matches an existing Inbox Label.

1. Go to AI Inbox then Settings then Integrations.
2. Click Configure on the Zendesk card.
3. Enter your subdomain, agent email, API token, and brand label, then click Add Account.
4. Click Run Import. The result shows how many tickets were imported.

Freshdesk

Import open and pending tickets from Freshdesk into AI Inbox as Assists, including full conversation history. Use this when migrating from Freshdesk so your team continues handling requests from one workspace.

Each import run brings in up to 300 tickets using Freshdesk's search API. Tickets already imported are skipped automatically.

• Domain: The first part of your Freshdesk URL. For acme.freshdesk.com the domain is acme.
• API Key: Found in Freshdesk under Profile Settings then Your API Key.
• Brand Label: The label applied to every imported ticket. Creates or matches an existing Inbox Label.

1. Go to AI Inbox then Settings then Integrations.
2. Click Configure on the Freshdesk card.
3. Enter your domain, API key, and brand label, then click Add Account.
4. Click Run Import. The result shows how many tickets were imported.

Help Scout

Import open conversations from Help Scout into AI Inbox as Assists, including full conversation history. Use this when migrating from Help Scout so your team continues working from one workspace without losing any context.

Each import run brings in up to 200 conversations. You can run it again to import the next batch. Conversations already imported are skipped automatically, so running it twice is safe.

• App Client ID: The Client ID of a Help Scout app created under Your Profile then Authentication then Apps.
• App Client Secret: Generated alongside the App Client ID. Both are required.
• Brand Label: The label applied to every imported conversation. Creates or matches an existing Inbox Label.

1. Go to AI Inbox then Settings then Integrations.
2. Click Configure on the Help Scout card.
3. Enter your App Client ID, App Client Secret, and brand label, then click Add Account.
4. Click Run Import. The result shows how many conversations were imported and how many were skipped.
5. If more than 200 conversations are available, run the import again to continue.