Customer Inbox and Leads: Review Chats and Follow Up

Customer Inbox and Leads helps you review visitor conversations and follow up with potential customers. Use this area to understand what visitors asked, what the assistant answered, and which enquiries need action from your team.

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Customer Inbox URL

Open: https://portal.wowagent.ai/ai-agent/conversations Or go to AI Assistant and click Customer Inbox.

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Customer Enquiries URL

Open: https://portal.wowagent.ai/ai-agent/leads Or, in the left menu, go to Forms and Enquiries and click Customer Enquiries. For form leads, also open Website Forms in the same menu and check the form’s Submissions tab.

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Customer Inbox

Customer Inbox shows conversations between visitors and your AI assistant. Each row is one session and shows the messages, time, page URL, rating, and whether the chat was handed off to a person. Use it to review:

• Visitor messages in order, with timestamps
• The assistant’s replies and available conversation context
• The conversation history across pages during the same visit
• Common questions asked during the week
• Missed or unclear answers, shown by a low rating or a fallback reply
• Follow-up opportunities, such as a visitor who asked about pricing but did not share a phone number
• Customer intent, such as buying, support, a demo, or a complaint
• Repeated issues, such as the same error appearing 10 times

Use these filters every day:

• Date: Use Today and Last 7 days for your routine check, and Last 30 days to see trends.
• Status and source: Use the values offered in the current list to focus on the conversations you need.
• Feedback: Inspect the rating on conversations where feedback is available.
• Search: Search by phone number, email, or a keyword like “price” or “refund”.
• Website: Confirm that the correct website is selected, because data is saved separately for each website.

Open a chat to see the full transcript, the visitor’s details, and the linked lead if one was captured. Use Take over for a live conversation before sending a human reply. Add an internal note from the linked enquiry’s Notes tab, such as “Called, no pickup”. Internal notes are for your team only, so do not share them with the visitor.

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Take over a conversation

For a live conversation, use the takeover control before sending a human reply. Enter your message and send it while the visitor session is available. Check the connection state if a reply cannot be sent. Taking over a conversation is different from creating an internal note: a human reply is sent to the visitor.

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Voice recordings

Where a conversation has captured audio, open Voice Recordings and click View Recordings. Choose an available recording to play it. Use the refresh control or Retry audio if playback has not loaded. Real-time voice sessions in the website widget and public 3D avatar page record automatically when the visitor starts voice. Browser microphone permission still applies. Captured audio contains the visitor microphone and the assistant audio played during that session. Text-only conversations do not have a voice recording. Recordings can be ready, interrupted, still recording, empty, or failed. An interrupted recording can have playable audio. Reconnecting can create several recording segments under the same visitor conversation. Use the player’s play/pause, volume, and seek controls; the recording list refreshes automatically while open, and you can refresh it manually. Audio loads through your authenticated workspace session. If an older entry has no saved audio, WOWagent cannot reconstruct it from the text transcript.

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Why Customer Inbox Matters

Customer Inbox shows you how visitors interact with your website. It is more than a chat log: it is both product feedback and a sales queue. You can use it to discover:

• What customers are looking for, in their own words
• Which services get the most interest, by number of requests
• Which answers need improvement, based on low ratings and repeated fallback replies
• Whether the answers and available feedback indicate that the visitor’s question was resolved
• Whether visitors need human follow-up, based on handoff requests and angry language

Weekly 15-minute routine: Open the low-rated chats and note the top 3 bad answers. Fix them in the Knowledge Base on the same day, then test them again in the Sandbox. Use the results of these tests to improve future answers.

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Customer Enquiries

Customer Enquiries shows the leads captured from visitors. Each lead is one contact to follow up with. Leads can come from chatbot conversations, forms, or other lead capture flows, such as the pre-chat form, voice chats, and human handoffs. Use it to review:

• The visitor’s name, phone, and email
• Whether the contact details are complete and usable for follow-up
• The visitor’s message or enquiry, in their own words
• The service or product they are interested in
• A link to the full conversation for context
• The follow-up status shown by the current lead controls
• Where the enquiry came from: the chatbot, a form name, a page URL, the widget, or voice
• The time, website, and workspace, so you can split leads across your team

You can filter the leads table by status, search it, and choose a time range such as 7 or 30 days. Search by phone number to avoid calling the same person twice. Open a lead to use Profile, Journey, Notes, and Assign Task.

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Lead details, notes, and tasks

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Profile

Review the visitor’s saved details and update editable profile fields when your role permits it. Check the original conversation before changing information collected from a visitor.

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Journey

Review the timeline of pages, messages, conversions, actions, and AI navigation events. Use the available event filters to focus on one type of activity. A journey helps explain what the visitor did before contacting you. Missing events are not proof that the visitor never took the action.

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Notes

Use Notes for internal context such as a call outcome, requested quote, or the next step. Add a note, then edit or delete it when needed and permitted. Internal notes are for the team. Use the conversation reply control when you intend to send a message to the visitor.

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Assign Task

Create a task with a title, description, type, assignee, due date and time, priority, and status. Task types include Free Demo, Product Demo, Meeting, Sales Call, Follow-up, Support, Onboarding, and Other. Choose Low, Medium, High, or Urgent priority. Track progress with Pending, In Progress, Completed, or Cancelled. You can filter tasks and edit or delete them when permitted. The assignee choices come from eligible workspace members. If a person is missing, review their workspace membership and website access.

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How To Use Conversations

Review conversations to understand what visitors need. Do not just read the latest 5 chats. Use the filters instead. Look for:

• Repeated questions: If the same question appears 5 or more times, it is a missing FAQ. Add it.
• Confusing answers: If an answer is long, vague, or has a wrong link, shorten it and fix the link.
• High-intent visitors: If a visitor asked about pricing or a demo and shared their phone number, call them within 15 minutes.
• Pricing questions: Check that the answer matches your current price list. If it does not, update Products.
• Support questions: Check whether the assistant offered a handoff to a person. If it did not, fix your Bot Boundaries.
• Product or service interest: Each week, note the top 3 services visitors ask about, so you can focus your content and stock on them.
• Questions the assistant could not answer: Copy the visitor’s exact wording into your FAQs.

If many visitors ask the same question, add it to the FAQs in your Knowledge Base. Knowledge Base URL: https://portal.wowagent.ai/ai-agent/knowledge-base To fix a question from the Inbox:

1. In the Inbox, copy the visitor’s question.
2. Open the Knowledge Base and add it as an FAQ.
3. Test the question in the Sandbox.
4. Open the linked enquiry’s Notes tab and record which answer you fixed and retested.

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How To Use Leads

Check new leads regularly. Check them every day during your first month, and twice a day if you have a sales team. Use Assign Task to give the next follow-up an assignee and due time so that no lead is forgotten.

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When To Follow Up Quickly

Give priority to leads when the visitor:

• Asked about pricing for a specific plan, flat size (BHK), or package
• Asked for a demo, a site visit, or a trial
• Shared their phone number or email without being asked
• Asked to speak with a person or asked for a callback
• Mentioned an urgent need, using words like “today”, “tomorrow”, “urgent”, or “complaint”
• Asked about buying a product or service, including questions about payment or delivery
• Submitted a website form with full details
• Asked for a custom quote with a quantity or scope

Suggested response times:

• Urgent requests and requests to speak with a person: within 15 minutes
• Pricing and demo requests: within 2 hours
• General information requests: within 24 hours

Review the in-app alerts and available browser push controls in Notifications and App. Crawlers & Jobs controls scans and refreshes; it is not a lead-alert or webhook configuration page.

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Improve Lead Quality

To improve lead quality, improve your assistant’s knowledge, your forms, and your chat flow together, instead of only chasing more leads:

• Keep chatbot questions simple. Ask one question at a time, and do not ask for 4 details right at the start.
• Ask only for the contact details you need. Name and phone are enough at first. Ask for email and city later.
• Add clear service descriptions in Products. Vague descriptions bring curious visitors, while specific descriptions bring buyers.
• Add FAQs for pricing and process questions. Hiding your prices leads to low-quality chats.
• Use Bot Boundaries to set rules for human handoff. For example, hand off to a person when a visitor demands a refund, is angry, has a high-value enquiry above 50k, or asks for medical or legal advice.
• Test your forms after you create or edit them. Submit a test entry and check that it appears in both Submissions and Leads.
• Check the pre-chat form setting in Chatbot Management. Turning it ON gives you fewer leads, but they are more serious. Turning it OFF gives you more chats, but they are less serious. Use ON for high-value services.
• Review every week which pages bring junk leads, then fix the content on those pages and the chatbot greeting for those URLs.

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If Leads Are Not Appearing

If the issue continues, create a support ticket and include:

• Your website domain
• The date range you checked
• The phone number of your test lead and the time you submitted it
• Screenshots of your Inbox filters, your Integration status, and your Forms listing

Do not include full OTPs or passwords.

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Next Steps