Team inbox
One inbox, the whole team — and the visitor sees who answered.
Invite colleagues and give each a role. When a person replies, the visitor sees it at once with the name and face of whoever wrote it, and the assistant steps back until you hand it back.
- Members read, reply and close; admins also run the widget and the knowledge base; billing stays with the owner
- A human reply reaches the visitor within seconds, captioned with a name and an avatar
- Seats are part of the plan and are never billed per seat
Click to enlargeYour visitor sees a person, not a second robot.
When someone on your team replies from the dashboard, the message appears in the visitor’s chat straight away — above it, the teammate’s avatar, their display name and your team label: “Light · Support”. The assistant’s own replies keep their label, so the visitor always knows which is which.
- Each teammate sets their name and avatar on their own profile; owners and admins can set a member’s.
- You choose whether names and avatars are shown, and what the team is called — one word, like Support or Sales.
- The visitor’s next message reaches your screen the same way, files attached included, without a reload.
- Give the assistant its own name and your logo or an illustrated avatar; it is always labelled as an AI assistant.
A demonstration of the handover, drawn as the widget draws it: the assistant’s label, the teammate’s caption, and the pause between them.
Three roles
Roles that mean what they say.
A member is a support seat, an admin runs the workspace, the owner holds the money. Every control and every API request follows the same table.
| What a person can do | Owner | Admin | Member |
|---|---|---|---|
| Read conversations and reply to visitors | |||
| Ask a visitor for their email from the thread | |||
| Close, archive and reopen conversations | |||
| Pause the assistant, and hand back to it | |||
| Look up visitors and read analytics | |||
| Set their own display name and avatar | |||
| Export the conversation list as CSV | |||
| Widget settings, appearance and smart features | |||
| Knowledge base: scan, upload, delete, curated answers | |||
| Invite, change roles, remove | Members only | ||
| Set a teammate’s name and avatar | Members only | ||
| Billing and plan changes | |||
| Delete the site or the account |
A page a role cannot use is kept out of their sidebar. Roles can be changed at any time; only the owner can change an admin. Team seats begin on Professional — the totals are on the pricing page.
When you step in, the assistant steps back.
Reply to a conversation and the assistant pauses on that thread — thirty minutes by default, settable from a minute to a day. Press Pause AI to hold it longer, and Hand back to AI when you are done. While it is paused, the visitor’s messages still reach you.
- Ask the visitor for their email address from inside the thread; the form appears in their chat.
- Mark a conversation closed or archived when you are done, and reopen it later.
- If the visitor confirmed an email address, continue by email from the same screen and the message stays in the thread.
- The inbox list refreshes as conversations arrive and change, for everyone who has it open.
Click to enlargeKnow when to step in
Three ways to hear about a conversation.
Nothing pings you inside the dashboard, so the alerts live where you already look.
An email when a conversation starts
Sent once, on a visitor’s first real message, carrying the message, the page where known, and a link to reply. An abandoned widget sends nothing.
A daily summary
Yesterday’s conversations, visitors, leads and the questions asked most, per site, once a day in your own timezone.
Signed webhooks
On Business and Enterprise: one URL per site, four events to tick — conversation started, message created, lead captured, conversation closed — a test button that reports the endpoint’s response, and a signing secret you can rotate. Anything that accepts a POST can receive them.
How it works in practice
Built for a team that answers, not a queue that routes.
Anyone can pick it up
Every member opens any conversation and replies. Nothing to assign, nothing to claim — whoever is free answers first.
You are told, not left watching
An email when a conversation starts and a signed webhook on the larger plans. The list also updates itself live while it is open.
One site, one inbox
Everything your visitors ask arrives in one place. Larger plans let one knowledge base read from several hosts, feeding that same inbox.
Invite the first colleague.
Start free, put the widget on your site, and when the questions start arriving, bring in the person who answers them.