Inbox and team
Every conversation from every app lands in one inbox. This page covers how conversations move, how to reply, what the customer profile shows, and what's coming for teams.
Conversations
Each user has one ongoing conversation. It never splits into tickets: if they write again next month, it's the same thread, with all the history above it.
Its status tells you what to do:
| Status | Meaning | What you do |
|---|---|---|
| AI answering | Hollo AI is handling it. | Nothing, unless you want to step in. |
| Needs you | The AI handed it over, or the user asked for a person. | Reply. |
| Closed | Done. Nothing is hidden from the user, and they can still read it. | Nothing. It reopens if they write again. |
Finding conversations
- By app: look at one app, or all of them together.
- Open or closed: see what still needs attention, or look back at past conversations.
- Unread: conversations with messages you haven't opened yet.
The inbox updates live. New messages appear without reloading, and you can turn on browser notifications so you hear about new ones in another tab.
Replying
Open the conversation
Click a conversation to see the full thread, with the user's profile beside it. AI answers show the sources they used.
Write your reply
Type your reply and send it with Cmd/Ctrl + Enter. The user gets a push notification and sees your reply in the chat, with your first name, and your photo if you add one in your profile.
Close it when you're done
Closing tells the rest of your team it's handled, and counts towards your stats. If the user writes again, it reopens on its own. You can also reopen it yourself.
Replying takes the conversation over from the AI. Once you've written in it, the AI stays out until the conversation is closed.
Tips for replying
- Check the profile first. The user's plan, app version and device often answer "why is this happening" before you ask.
- Ask what they see. Photos in messages are coming later, so for now ask the user to describe the screen and the steps that led there.
- Fix the source. If you're answering something the AI should have known, add it to your AI knowledge so it can answer next time.
Customer profile
Beside each conversation you'll see who the user is:
- name, email and your user ID, if you identify users
- your own attributes, like their plan
- their device: model, iOS version, app version, Hollo SDK version, language, region and whether push is on
Anonymous users show their device details only.
Before and after you subscribe
Until your workspace has a subscription, the inbox works with your own test device only. If a subscription lapses, Hollo keeps receiving your users' messages, so nothing is lost, but the inbox locks until you subscribe again.
Coming later
These are on the way and not in early access yet:
| Feature | What it will do |
|---|---|
| Search | Search every message, name, email, user ID and attribute. |
| In the chat now | See which users have the chat open right now, and a sound for new messages. |
| Photos | Users attach up to 5 photos per message, and you can send photos back. |
| Receipts | See when your reply was delivered and read. |
| Start a conversation | Write to a user first, before they've written to you. |
| More on the profile | Verified badge, subscription status, pinned fields, a users list, and actions like block or delete. |
| Blocking | Block an abusive user. They can still read the chat but can't send messages. |
Your team
When teams arrive, you'll invite teammates by email, with an invite link that expires after 7 days. A person can belong to several workspaces. There will be two roles:
| Role | Can |
|---|---|
| Admin | Everything, including apps, settings, billing and invites. |
| Member | Reply, close and reopen conversations, and block users. |