Inbox

Every conversation started in the chat widget, and every email thread your team shares, lands in Inbox: one list for your team, newest activity first, with a Chat or Email tag on each row. You can also start a chat by hand with New.

The inbox

Pick a folder:

• Assigned to me: chats and threads you own.
• All: everything you can see.
• Chat or Email: one channel.
• one folder per shared address you have access to.

Filter by status: Open, Pending, Snoozed, Closed or All. Chats and email threads use the same four words and the same buttons.

Search covers both channels and every page of results, not only the rows already loaded. A dot marks an item waiting on a reply from your team.

Mail you send from Clivly joins the inbox once someone replies. Until then it is in Mail, with your drafts and scheduled email.

Older links, and notification emails sent before the Inbox existed, still open the right chat or thread.

Opening a conversation shows:

• the thread, with the visitor's earlier conversations above it (matched by their linked contact or the identity your app vouched for);
• an alert trail — who was notified about this chat, and when;
• a details panel with the visitor's identity and linked contact.

A visitor your app signed in (see Vouch for a logged-in visitor) is marked verified; one who only filled in the pre-chat form is self-reported.

Claiming and assigning

Claim a chat to take it yourself, or assign it to a teammate. A claimed chat's follow-up alerts go only to its owner. Assigning someone else emails them after a short grace period, so an undone mis-click emails nobody.

Closing, pending and snoozing

• Close finishes a chat. If the visitor comes back to the widget later they start a new conversation.
• Mark pending says you are waiting on the visitor, and keeps the chat out of Open.
• Snooze hides a chat until a time you choose, up to 90 days ahead. When it wakes, whoever snoozed it is emailed.
• A visitor writing into a closed, pending or snoozed chat reopens it, so nobody misses that they are back.

Team alerts

Clivly emails your team when a chat needs a person, without anyone watching the inbox:

• when a chat starts and when a visitor writes, after a one-minute grace period — a reply in that minute cancels the email;
• a reminder if a visitor is still waiting 15 minutes later;
• a single digest instead of a flood when many chats arrive at once.

The bell in the header counts open chats waiting on you — unclaimed, or claimed by you. A member can turn these emails off under Settings → Notifications → Conversations.

Replies that reach the visitor

A visitor who has left the page is not lost. If they haven't seen a teammate's reply within a couple of minutes, Clivly emails it to them, with a link to a hosted chat page where they can carry on the conversation. Replies they already read in the widget are not emailed. Visitors can stop these emails for a conversation from the email itself.

While a visitor waits, the widget tells them the team has been notified and where the reply will arrive.

Support assistant

With the support assistant on, the widget greets visitors instantly, offers common topics, and can let AI answer from your approved information. Its messages are labelled Automated or AI answer in the thread, and never count as your team's reply.

When it hands a chat over, a banner shows why and the visitor's unresolved question. Any reply from your team turns automation off for that chat; Hand back to assistant turns it back on.

In AI-assisted mode you can choose Only email the team on handoff, so the alerts above are sent only for chats that need a person — see Support assistant.