The Activity sidebar section has two views for Customer Support:

The Inbox under Activity, showing identified and escalated threads.

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Inbox

Inbox lists sessions where the visitor is identified, a channel requires handoff, or a human has taken over. Open a thread to read the full transcript and reply when human handling is enabled. Typical Inbox sources:
  • WhatsApp conversations
  • Mobile apps that pass a known endUserId through the React Native SDK
  • Escalated web threads after handoff

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Chat logs

Chat logs lists anonymous conversations from your web embed: both the website widget and the inline panel. Each visitor without a pinned session in your embed URL gets their own thread here. Use Chat logs to spot common questions, failed lookups, and content gaps before visitors identify themselves or escalate.
After deploying, send a test message via Open anonymous chat demo on the Embed tab, then open View in Chat logs to confirm recording works.

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What to look for

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Activity vs Analytics

Web embed

Website widget and inline panel deployment.

AI performance

Resolutions, CSAT, and transfer trends.

Playground

Reproduce issues in a sandbox.