Bot vs Agent
Sidebar Inbox splits automation from human ownership:
| Tab | Route | Header |
|---|---|---|
| Bot | /inbox/bot | Bot (count) |
| Agent | /inbox/agent | Agent (count) |
Both tabs show open conversations only (Expired threads are excluded).
Bot Tab
Bot lists conversations still handled by the bot — no agent is assigned yet.
Use Bot to:
- Monitor automated replies and flows
- Spot threads that should be escalated
- Find chats to Take Over before replying (see chapter 10)
Each row’s assignment caption shows Bot.
Agent Tab
Agent lists conversations assigned to an agent (any teammate).
Use Agent to:
- See team workload across humans
- Find a colleague’s thread (supervisors / admins)
- Distinguish bot traffic from live agent work
Each row’s assignment caption shows the agent’s name (or Unknown if missing).
How Handover Changes the Tab
| State | Typical tab |
|---|---|
| Bot answering | Bot |
| Agent assigned | Agent (and often Assigned / Unread for the owner) |
| Waiting in escalation queue | Queued (Queued) |
Actions in the chat pane — Take Over, Assign, Return to Bot — move conversations between these states (chapter 10, planned).
Dashboard Equivalents
Dashboard has matching chips Bot and Agent on /dashboard in one list. Inbox tabs are better when you want a stable URL or sidebar badge per queue.
Related Articles
- Queued (4.2) — when escalation could not assign immediately
- Assigned (4.1) — your personal assigned queue
- Sidebar Automations (10.7) — build bot flows