Inbox workflow
Review and respond to Conversations
Use Conversations to see what visitors asked, how Harlo answered, and whether your team needs to follow up.
Covered in this guide
Before you finish
Review conversations that need attention before marking them resolved.
Check which business information Harlo used for important answers.
Open lead details when a visitor is ready for follow-up.
Workflow
Follow the setup step by step
Filter the inbox
Switch between Inbox, Needs review, Leads captured, and Resolved to focus on the right customer conversations.
Open a conversation
Review what the visitor asked, which agent answered, and where the conversation came from.
Check answer context
Use the right panel to see what business information supported the answer.
Follow up when needed
Use captured contact details or open the related lead when your team should continue the conversation.
Reference
Key areas to understand
Inbox
Active or recent conversations your team may want to review.
Needs review
Conversations where Harlo may not have had enough information or a human should inspect the answer.
Leads captured
Chats where the visitor shared contact details for follow-up.
Resolved
Conversations that are answered or no longer need attention.