---
title: "Inbox: live chat and customer email - Poltura"
description: "Manage customer conversations directly in the Inbox. Live chat and email on every plan, with round-the-clock AI replies starting on Plus."
url: "https://poltura.com/en/features/inbox/"
lang: en
alternates:
  hu: "https://poltura.com/features/inbox/"
  en: "https://poltura.com/en/features/inbox/"
  x-default: "https://poltura.com/features/inbox/"
---

# Every customer message, **in one shared inbox**

Website chat and support email land in one shared inbox where your team answers together. From Plus, AI handles the routine questions.

[Start free](https://id.poltura.com/sign-up) [Pricing](https://poltura.com/en/pricing/)

## A shared workspace for the whole team

### Clear Inbox views

Sort incoming messages into Unassigned, Mine, AI handling and Waiting folders.

### Internal team notes

Add private notes to any thread, visible only to your team.

### Visitor context

See the customer's current page, browser language and device while drafting replies.

### File attachments

Exchange images, PDFs and text files up to 10 MB directly within chat and email threads.

### Branded chat widget

Match launcher colours to your theme and offer built-in guide search before chat starts.

### Contact form messages

Storefront contact form submissions arrive straight into your Inbox.

## You decide how much the AI handles

AI replies are switched off by default and available on Plus and Pro.

1. 01

    ### Switched off

    Your team writes and reviews every customer response manually.

2. 02

    ### Draft mode

    The AI drafts suggested answers for your team to review, edit and send.

3. 03

    ### Automatic mode

    The AI answers directly using published guides and policies, handing over to a team member when requested.

## Grounded in shop knowledge, **under your rules**

The AI answers from your published pages and product guides. Wholesale costs and unpublished settings stay out of its reach.

- It cannot issue refunds, cancel orders or alter payments
- Customers can ask for a person at any time
- Daily and per-conversation reply limits keep costs predictable
- Customers always see when a reply came from AI

## Questions

Is the Inbox included on every plan?

The Inbox and chat widget are included on all plans (Start, Plus and Pro). Shops in the building stage remain private and do not have an active Inbox until you open.

Which communication channels does the Inbox support?

It handles live website chat and connected shop email addresses. Submissions from storefront contact forms also land straight in the Inbox.

How are AI replies charged?

AI replies on Plus and Pro draw from your plan's monthly AI credit balance.

## Respond promptly, **convert more shoppers**

The Inbox and website chat are included on every plan, with AI replies starting on Plus.

[Build it free](https://id.poltura.com/sign-up) [Compare plans](https://poltura.com/en/pricing/)