Work the Inbox
Read private messages sent from your widget's Contact form, filter by status, mark them done or archived, and copy a redacted export.
The Inbox collects private messages that visitors send through your widget's Contact form. Find it under Inbox in the dashboard sidebar. It is separate from Live chat, which handles real-time conversations.
How messages arrive
Messages come from the widget's Contact form. To offer it:
Open Widget and go to the Contact tab to set the form's title, submit label, intro, success message and fields (up to 10).
In the Home tab, enable the Contact CTA so the button appears in the widget.
Email, name, first name and last name can be prefilled from the identity you pass to the SDK.
The list and the detail pane
The left pane is titled Messages and shows an unread count when there are unread items. Each row shows the sender (or "Anonymous"), a short preview, the time and an identity chip. Select a row to open it on the right. On narrow screens the list and the detail show one at a time, with a Back to messages control.
The detail pane shows:
The sender's email, with a Copy email button.
The Message.
Custom fields you added to the form, when present.
Source, the page the visitor was on, and the referrer when known.
The status, an identity chip and the time submitted.
Identity chips
Verified: your site proved who the sender is.
Unverified: identity details were supplied but not proven.
Anonymous: no user ID or email was given.
Unverified and anonymous messages are still real messages from visitors.
Statuses and filters
Use the tabs above the list to filter: All, Unread, Read, Done, Archived. Each tab has its own empty state, for example "Inbox zero" when nothing is unread. The selected tab and message are kept in the page address, so you can bookmark or share the view and it survives a reload.
Statuses are labels, not a strict workflow. Any status can move to any other. From a message's header:
The check icon marks it Done.
The archive icon Archives it.
The More actions menu offers Mark as read, Mark as done and Archive.
Each change shows "Inbox status updated." Changing statuses requires the Inbox manage permission; without it the buttons are disabled with a tooltip explaining why.
Export a message safely
From the More actions menu choose Copy redacted JSON. It copies a redacted version of the message to your clipboard, with the sender's email and sensitive field values masked, and records the export in the message's audit trail. A full unredacted export is not available from the dashboard.
Troubleshooting
"Couldn't load messages". The inbox is temporarily unavailable. Select Try again; your filter stays in place.
The list is empty. Check you are on All, then confirm the Contact CTA is enabled in the widget Home tab. If a filter hides everything, choose Show all messages.
Buttons are disabled. Your role may only allow reading the Inbox. Ask an admin for the manage permission.
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