Vivollo

The inbox

Where you and your team read live conversations, jump in, and take over from the AI — with the full story in front of you.

Switch the panel from Admin to Messages and you arrive at the inbox — the human side of Vivollo. This is where conversations live: the ones your agent is handling right now, the ones waiting for a person, and the ones already resolved.

If Admin is the workshop where you build the agent, the inbox is the shop floor where the work happens.

The list and the workspace

The inbox has two halves. On the left, a list of conversations — newest activity first, each showing who it's with, a preview of the last message, how long it's been waiting, and whether it's been handed off to a human. On the right, the conversation workspace opens when you pick one.

The workspace is built so that whoever opens a chat — even if they've never seen it before — instantly knows who they're talking to and what's going on.

The thread: the whole story, in order

The center of the workspace is the thread — the full conversation, newest messages at the bottom, just like any chat app. But it's richer than a plain transcript. Woven into the messages you'll also see:

  • Pages the visitor browsed while chatting, so you can see they were on the pricing page right before they asked about a discount.
  • Links to their other conversations, so a follow-up doesn't start from scratch — you can step back into what was said last time.

Everyone's messages are clearly attributed: the customer, the AI, and your teammates each look distinct, so you always know who said what.

The context panel: who you're talking to

To the side sits the context panel — everything Vivollo knows about this visitor, gathered quietly in the background so you never have to ask "who am I speaking with?"

  • Who they are — their name and whether they're a returning visitor (and how many times they've been back).
  • Their device — browser, operating system, phone or desktop.
  • Where they are — country, region, city, and timezone.
  • How they found you — their traffic source and campaign, when available.
  • Where they've been — the recent pages they viewed, with time spent on each.

It adds up to a real sense of the person on the other end, before you type a word. There's more on how this is gathered (and kept private) in The visitor journey.

Jumping in and taking over

Most of the time the AI handles things on its own. But the inbox is always yours to step into:

  • Reply with text, buttons, a carousel, or a form — the same rich messages your flows use.
  • Attach an image or file when a picture is worth more than a paragraph.
  • Tag the conversation or assign it to a teammate to keep things organized.
  • Resolve it when the customer is taken care of.

When you send a message in a conversation the AI was running, you've taken over — the automation steps back and lets you lead. This is the heart of a handoff, and it's covered in full in Live handoff.

It updates as you watch

The inbox is live. New customer messages, typing indicators, and delivery status all stream in real time — no refreshing. When a conversation is handed to your team, it appears the moment it's requested, so nobody waits because a tab was stale.

Conversation states

As a conversation moves through its life, it carries a status so you and your team always know where it stands:

  • New and Open — active, in progress.
  • Pending / On hold — waiting on something or paused.
  • Resolved — taken care of.
  • Closed — fully wrapped up and archived.

Resolving a conversation tidies your inbox without erasing anything — the full history stays, and if the customer messages again, a fresh conversation begins right where you'd expect.

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