Inbox: Overview

The Inbox is the operational and analytical heart of the Endless CRM layer (to be renamed Inbox in the UI). It enables organizations to:

• Review all AI interactions in real time or retrospectively.

• Inspect message generation logic with full traceability.

• Manage tickets escalated to human attendants.

• Monitor, audit, and optimize performance across both AI and human channels.

It is divided into two main pillars:

Section	Purpose
Chat History	Stores and allows deep inspection of all Agent-user interactions.
Human Support	Manages live customer conversations handled by human attendants after AI handoff.