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Inbox & live support

Reply effectively and inspect answer sources

Use the full conversation and cited knowledge before answering or correcting a customer.

CCorthex product guidesUpdated October 15, 20262 min read
Where to find itInbox → conversation timeline and composer

Before you begin

Open Inbox and check that you are in the correct workspace. Select the conversation and review its latest customer message before taking an action.

Example workspace · Demo data. Resume returns the conversation to the AI; choose deliberately after finishing human support. Select the image to enlarge it.
A staff-controlled conversation with the Resume button and message composer

Example workspace · Demo data. Resume returns the conversation to the AI; choose deliberately after finishing human support. Select the image to enlarge it.

Step by step

  1. 1

    Read before replying

    Review the latest customer question and any previous AI answer. Distinguish the customer’s words from a quoted example or third-party detail.

  2. 2

    Check for a colleague typing

    Above the reply box, a named typing indicator shows when another visible staff member is composing in this conversation. Coordinate before sending. This indicator is staff-only: visitors cannot see it, and draft text is never shared. It clears after sending, leaving or a short idle period.

  3. 3

    Expand sources

    Open the sources disclosure below an AI reply when available. Compare the cited text with the actual answer; a citation alone is not proof the interpretation is correct.

  4. 4

    Compose a clear next step

    Use the staff composer and available quick reply/rewrite tools where appropriate. Review generated wording before sending.

  5. 5

    Verify delivery

    Confirm your reply appears once in the timeline. Check channel-specific delivery feedback before retrying a failed send.

Good to know

A source link is evidence to inspect. It does not make a guessed dimension, policy exception or delivery promise authoritative.

Check the result

Check the conversation status and timeline after the action. When testing, use a separate visitor browser so you can see both sides.

Questions & troubleshooting

The list preview is shortened

Open the full conversation to read the complete message and its formatting.

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