Chat History and the Inbox

Two places to see conversations

Matram gives you two views of your conversations. Each chatbot has its own Chat History tab, which holds the transcripts for that bot. The workspace also has an Inbox in the top-level navigation, which shows live conversations across your bots. Use Chat History to review what a specific bot said. Use the Inbox to watch and join conversations as they happen.

Chat History: transcripts per bot

Open your chatbot and go to the Chat History tab. You can read the full transcript of any conversation the bot has had.

Chat History is not read-only. You can type a reply directly into a conversation, and it is delivered to the visitor as a message from your team. This is useful when you spot a conversation that needs a human follow-up after the fact.

The Inbox: live view and takeover

Open the Inbox from the main navigation. It lists live conversations and labels each one with its current state:

• "Bot active": the bot is answering this conversation on its own.
• "You're handling": a human has taken over and the bot is no longer replying on this thread.

To take over, open a conversation and reply. From that point the bot is muted on that thread and your team handles it.

Where your replies go

Replies sent from Chat History or the Inbox reach the visitor in the chat widget on your site within seconds. If the conversation came in through a connected channel such as Slack or WhatsApp, the reply is mirrored there too. See human handoff for how conversations reach your team in the first place.