Can I reply myself in a conversation the AI is handling?

Yes. You pause the AI in that specific chat, reply yourself, and then give control back. The agent keeps helping the rest of your customers as usual.

How do I know what the AI replied and what my team replied?

Messages are colored by author: one color for the artificial intelligence and purple for the people on your team. At a glance you know who said what.

What happens if I turn off or pause the line?

Your customers' messages keep coming in but the AI doesn't reply. Only use this when you really want to silence the agent. If someone on your team turns it off often, it's usually a sign of overload: better to solve it with filters and assignment by advisor.

How do I organize the inbox on high-volume days?

With filters: by assigned advisor, by line if you have several locations, or by tag and source, for example to isolate contacts that came from a Meta campaign. And marking as read or unread helps you work in shifts.

Help center

Chat inbox for your team in TBit

TBit's shared inbox: how your team sees the agent's conversations, steps in when needed, and shares them out.

Published on July 31, 2026Updated on October 10, 20265 min read

It's where your team sees and replies to all conversations in one place. The AI handles things on its own, but any advisor can jump in, read the thread and take over when needed.

Read and unread

Each chat can be marked as read or unread with the button in the top right corner of the chat. It's up to the operator and it's very useful for working in shifts: you leave as "unread" what the person on the next shift needs to review. A chat is marked as unread again as soon as the customer writes again.

Filter so you don't get overwhelmed

On high-volume days the inbox fills up. To quickly find what matters, lean on the filters:

By assigned advisor: see only your conversations.
By line: if you have several locations/lines in the same TBit, separate the chats from each one.
By tag or source: for example, isolate contacts that came from a Meta campaign.

Don't turn off the line

If you pause or turn off the line, your customers' messages keep coming in but the AI doesn't reply. Only use this when you really want to silence the agent; if you notice someone on your team turns it off often, it's usually a sign of overload: better to solve it with filters and assignment by advisor.

Human intervention

You can pause the AI in a specific chat to reply yourself and then give control back to it. Ideal when a case needs human judgment (a negotiation, a delicate complaint) without turning off the agent for the rest of your customers.

Who wrote what

Inside the chat, messages are colored according to their author: one color for what the artificial intelligence replies and another (purple) for when a person on your team takes over the conversation. That way, at a glance, you know what the agent replied and what a human replied.