One inbox, one clean handoff
Your team and Shinobi work the same conversations in the same place. Shinobi answers until a human claims the chat, then it goes quiet until you hand it back. No double replies, no separate AI tab, no talking over the bot.
Claim to reply, hand back to resume
The inbox groups itself by who is handling what: needs a human, assigned, Shinobi handling, recently closed. Escalations surface at the top, and the composer stays locked until you claim the conversation. That claim is the handoff.
The claim is the signal
One click claims the chat and Shinobi stops auto-answering that moment. Until someone claims it, the composer is locked, so the AI and a human never answer the same message.
Return it to the AI
Finished helping? Hand the conversation back and Shinobi resumes. Need an hour? Snooze hides the chat from your queue without dropping the customer.
Talk behind the thread
Notes live inline with the conversation and visitors never see them. Brief a teammate, leave context for the next shift, edit a note after the fact.
Proposals one click from the composer
Live Assist surfaces grounded answers from your knowledge on every visitor message, retrieval only, so they are instant. Draft with Shinobi writes the whole reply from the conversation and the customer's history. Either way you edit, you send, and the customer hears from a person.
Everything about the customer, beside the thread
The rail shows who you are talking to and what the AI has been doing, powered by Context Engine. Real orders, identity tier, prior visits and open cases on one tab; how Shinobi is handling the chat on the other.
Live today: orders with line items, totals and tracking links, identity tier and open cases beside your composer, with the full record one click away.
Live today: the customer's earlier chats listed in the rail. Open any of them without leaving the thread, so nobody asks the customer to repeat themselves.
Live today: every tool call behind a bot reply, with its timing and result. When someone asks what Shinobi did, you read exactly what it did.
Live today: loop teammates in from inside the conversation: post to Slack, or to a native Team Chat channel. Replies land back in the rail as they arrive, and you never leave the chat.
Queues and rules keep the inbox fair
Routing rules send conversations to the right queue, the rail shows the queue on every chat, and Reports tracks claim speed and abandonment per queue. When a chat becomes a project, escalate it to a case without losing the thread.
The console works every conversation Livechat starts on your site, and everything your team ships here feeds the quality loop in Self-Healing.