The Inbox is where you read and reply to every conversation. This article walks through the main settings and features that help you stay organized — from conversation categories and channels to visitor information, browsing history, notifications, and filtering.

We've broken the article into a few sections:

Conversation categories

Conversations are split into two main categories — Open and Resolved. Conversations you or your team are working on stay Open; finished ones move to Resolved.

Resolve a conversation by clicking the green Resolve button in the top-right corner of the conversation or in the conversation list. If the visitor writes again, it automatically moves back to Open. You can resolve a conversation only if you're assigned to it, or if you're an agent with full access or the account owner.

💡 The Open tab is further divided into subcategories to keep your queue organized. Learn more in Inbox – categories.

How customers reach you

Customers can message you from several places — the chat box on your website, Facebook Messenger, WhatsApp, or email. To keep things organized, each incoming message in your dashboard is marked with an icon showing where it came from (live chat messages have no icon).

Website live chat

A message sent through the chat box on your website is the most common way a conversation starts. These chats carry no special icon. When you reply, the customer is notified right in the chat box and can read your message immediately.

Facebook Messenger

To see your Facebook page messages in the dashboard, first connect Smartsupp with your Facebook page. Each chat is then labeled with a blue Messenger icon, and your replies are delivered to Messenger — so you don't have to switch between platforms.

Email messages

Sometimes visitors leave before you can reply. If you have their email address, you can still message them straight from the dashboard. When they reply, their response appears automatically in the dashboard, labeled with a red envelope. Smartsupp can send email messages when:

the visitor gave you their email address (for example via the contact form),
your Smartsupp account is connected with your internal system and the visitor is logged in,
you fill in the customer's email address manually in the visitor information,
the visitor used the Leadgen chatbot.

With a WhatsApp Business account, visitors can reach you through WhatsApp too, and the messages land in your dashboard. For setup details, see the WhatsApp integration guide.

Visitor information

When you open a conversation, a card on the right shows everything you know about the visitor. It includes:

Name, email, and phone number (all editable)
Location
Visitor's operating system and browser (name and version)
GDPR consent — more in this guide
Your personal note (visible to all agents)
History of conversations with the same visitor
Browsing history and the referrer page (see conditions below)
Contact tags — more here

💡 Visitor already gone? You can still reply. When they return to your website, they'll see your message in the chat box — and if they left an email, they'll get it there too.

Browsing history

Browsing history shows which pages a visitor viewed and where they came from (the referrer). It appears in the visitor information card during or after a conversation.

When it's available

Browsing history is captured only when all of these are true:

Cookie consent — the visitor accepted cookies on your website.
Tracking code installed — the Smartsupp code is correctly installed on your site.
Visitor interaction — the visitor sent you a message. History isn't kept for visitors who only browse.

How to view it

1. Open the conversation with the visitor in the dashboard.
2. Go to the visitor information card on the right.
3. Check the browsing history section for viewed pages and the referrer.

Note: Browsing history isn't tied to your plan — the same conditions apply on both free and paid plans. Without cookie consent, or for visitors who never message you, history can't be tracked.

Conversation notifications

In settings, you can turn on two types of email notifications so you never miss a message:

Offline messages — someone writes while you're offline.
Missed conversation — you're online and a visitor messages you, but leaves before you reply.

For more, see email notifications.

Note: This section doesn't cover mobile app notifications — see the Android or iPhone & iPad guides for those. For your security, credit card numbers are automatically detected and hidden in conversations.