Answer visitors from your phone
Install the inbox as an app, turn on push, and claim, reply and hand back.
- A Firebase project for push (FCM)
- Support / Sales role or higher on the project
1Decide what always goes to a person#
In project Settings, list always-human topics, for example "enterprise pricing", "security or compliance" or "billing problem". The agent hands these off instead of answering, and asks for an email in case the visitor steps away.
2Connect Firebase for push#
Create a Firebase project and web app, put its web config in NEXT_PUBLIC_FIREBASE_*, generate a Web Push certificate (NEXT_PUBLIC_FIREBASE_VAPID_KEY), and give the backend credentials for roles/firebasecloudmessaging.admin. Without credentials, push is logged instead of sent, which is fine for local development.
3Install the inbox and enable push#
Open the inbox on your phone and add it to the home screen, which installs it as a PWA. Allow notifications, then use Send test in the inbox header to confirm delivery.
4Claim, reply, hand back#
- Tap the push. The conversation opens with the transcript and an AI summary.
- Assign to me. The first claim wins.
- Reply. The visitor sees it live, with no special syntax.
- Reassign with a note if someone else should take it.
- Hand back to AI when you're done. The agent continues and can offer a CTA.