Conversation Inbox
Find, filter, review, search, and export customer conversations from your workspace inbox.
Open the Inbox
Select Conversations from the application sidebar. Owners and administrators see the workspace inbox, while responders and reviewers see My Conversations with only the conversations assigned to them.
Choose an Inbox View
Use the tabs above the conversation list to change which conversations appear.
| View | What it shows |
|---|---|
| All | Active conversations available to your role |
| Unread | Conversations the workspace owner has not read |
| Archived | Conversations the workspace owner moved out of All |
Pinned conversations appear before other conversations in the active list.
Find a Conversation
You can narrow the inbox without leaving the page.
Enter a visitor name, conversation text, or other available conversation detail in the inbox search field. Clear the field to restore the complete list.
Open the filter controls to limit the list by AI agent or messaging channel. Combine filters when you need to investigate one agent on one channel.
Review a Conversation
Select a conversation to open its transcript. On wide screens, the inbox, transcript, and customer details appear together. On smaller screens, OpenSpeechAI moves between these areas so the transcript remains readable.
The conversation header provides the actions available to your role. The details panel can include the assignee, status, AI summary, visitor information, captured lead, form submissions, notes, and recent conversations.
Search Inside a Conversation
Use message search when you need to locate a word or phrase in a long transcript.
- Open the search control in the conversation header.
- Enter a word or phrase.
- Use the previous and next controls to move through matches.
- Close search to remove the highlights.
Export a Transcript
Members who can open a conversation can export its visible transcript.
Download a plain-text version for lightweight storage, search, or copying into another tool.
Download a formatted PDF when you need a document that is easier to share or review offline.
Owner Conversation Controls
The current inbox reserves the following controls for the workspace owner:
- Mark read or unread
- Pin or unpin
- Archive or restore
- Delete permanently
Deleting is permanent
Deleting a conversation removes it rather than moving it to the archived view. Export anything you need before confirming deletion.
Continue the Workflow
Assignments and Statuses
Route conversations to teammates and move work through Open, Pending, and Resolved.
Notes and Customer Context
Add internal context and review summaries, leads, submissions, and recent conversations.
Last updated: August 7, 2026