The chat on the website takes a lot off the team's plate: delivery times, returns and product questions, answered by the assistant at any hour. Some messages still belong in a person's hands — the request for an offer on twelve desks, the complaint that needs tact. Whoever first asks for an email address and writes back later misses the moment while the visitor is still in the chat.
Every conversation in one list
The Inbox in InsightHub brings the conversations with your customers from three channels into one list: email from the mailboxes with Show in Inbox switched on, WhatsApp, and the website chats. The newest activity is at the top. A website chat shows the visitor's name — otherwise Website visitor —, the last message, and whether the AI answers (AI active) or someone on the team has taken over (Taken over by …). Unread messages count toward the number next to "Inbox" in the sidebar.
Translate, take over, reply
In the video, a visitor asks in German who can make them an offer for twelve standing desks. The assistant answers right away, and the chat sits in the Inbox, already open. The visitor's message and the AI's answer have Translate: the translation into your site's language appears under the original and is saved — for the whole team, without translating again.
Take over pauses the AI for this chat; the visitor's next messages reach a person. Emma writes the reply in English, Translate to German rewrites the draft in the visitor's language, and Undo translation brings her own text back. Whatever is in the box is what gets sent — and sending takes over the conversation by itself if you skip the click before.
What the visitor sees
In the chat window on the website, a note appears within a few seconds that a person has joined and the AI is paused, followed by the reply with that person's name. The visitor stays where they are — in the same chat where they asked.
Back to the assistant
Resume AI hands the chat back to the assistant; the note for it sits in the history. On the right, you link the chat to an existing lead or create a new one from the visitor's name and email. The whole conversation — visitor, AI and team — stays in the chat sessions. Website chats are visible to everyone who may see the chat sessions; taking over and replying needs the permission to edit leads.
What this changes
The assistant answers around the clock, and your team steps in exactly when it counts: for the offer, the delicate question, the visitor who asks for a person. Nobody asks for an email address first and writes back later — the reply lands in the chat where the question was asked, in the visitor's language.
How to review your assistant's conversations is covered in the post on chat sessions; what becomes of a taken-over chat as a lead, in the Leads overview.
