# INSIDE Docs

> The manual for INSIDE, Powerfront's real-time engagement platform (release 3.3): what every feature does, where it is in INSIDE, its settings and defaults, who can change them, how features depend on each other, and FAQs.

- MCP server (streamable HTTP, no sign-in needed): https://docs.inside.chat/mcp. Tools: list_releases, search, get_article, list_features, get_dependencies, find_setting, compare_releases, explain_term.
- Server card: https://docs.inside.chat/.well-known/mcp.json
- Every article is available as Markdown by adding .md to its URL, for example https://docs.inside.chat/3.3/CHAT-015.md
- Articles marked draft have not been reviewed by Powerfront yet.

## Visitor tracking

- [Visitor identity](https://docs.inside.chat/3.3/VIS-001.md): INSIDE recognises a returning browser so its visits can continue under the same visitor record.
- [Visits and returning visitors](https://docs.inside.chat/3.3/VIS-002.md): INSIDE separates a visitor's current visit from their saved identity and marks eligible visitors as returning.
- [Visitor page and product tracking](https://docs.inside.chat/3.3/VIS-003.md): Page tracking shows what a visitor is browsing and adds page, category and product context to their history.
- [Browser language and device context](https://docs.inside.chat/3.3/VIS-004.md): Browser, language, time zone and page timing information help you understand a visitor's technical context.
- [Visitor location](https://docs.inside.chat/3.3/VIS-005.md): Approximate visitor location helps you understand geographic context and select visitors near your store.
- [Visitor referrers and campaigns](https://docs.inside.chat/3.3/VIS-006.md): Referrer and campaign context show the link or campaign information observed when a visitor reaches your website.
- [Visitor data mapping for targeting](https://docs.inside.chat/3.3/VIS-007.md): Map integration data into named visitor context so operators and visitor events can use it.
- [Visitor flags and custom scores](https://docs.inside.chat/3.3/VIS-008.md): Flags mark visitor states, while custom scores provide numeric values for targeting and automation.
- [Page tags and conversation tags](https://docs.inside.chat/3.3/VIS-009.md): Page tags describe current browsing, while saved tags organise conversations, contacts and other records within a website.
- [Visitor actions and events](https://docs.inside.chat/3.3/VIS-010.md): Integrations can record visitor actions and signal named events that run configured visitor rules.
- [Visitor activity and availability](https://docs.inside.chat/3.3/VIS-011.md): Live activity and connection state help you judge whether a website visitor is still available.
- [Live visitors on the floor](https://docs.inside.chat/3.3/VIS-012.md): Live visitor information updates the floor for operators who are viewing the relevant channel.
- [Visitor search and filters](https://docs.inside.chat/3.3/VIS-013.md): Find online and historical visitors using contact details, your customer relationships and browsing or purchase filters.
- [Saved search filters](https://docs.inside.chat/3.3/VIS-014.md): Save search criteria so you can return to the same visitor search, conversation queue or history view.
- [Favourite visitors](https://docs.inside.chat/3.3/VIS-015.md): Mark visitors as your customers and use their return to help continue the relationship.
- [Customer notes and reminders](https://docs.inside.chat/3.3/VIS-016.md): Keep internal customer notes, attach supporting files and set reminders for follow-up.
- [Visitor names and session codes](https://docs.inside.chat/3.3/VIS-017.md): Identify visitors by their available name and use a four-digit session code to find a current visitor.
- [Cookie consent and opting out](https://docs.inside.chat/3.3/VIS-018.md): Use restricted tracking before cookie consent and stop the current visitor's tracking when they opt out.
- [Traffic Optimizer for visitor tracking](https://docs.inside.chat/3.3/VIS-019.md): Control which visitors enter live tracking during high traffic and understand why browsing history may be incomplete.
- [Visitor browsing and activity history](https://docs.inside.chat/3.3/VIS-020.md): Review a visitor's recorded pages and activity alongside conversation and purchase milestones.
- [Visitor connection recovery](https://docs.inside.chat/3.3/VIS-022.md): Deliver live visitor updates to the relevant browser page and retain selected pending actions while it connects.
- [INSIDE visitor CLI](https://docs.inside.chat/3.3/VIS-024.md): Create named test visitors from the command line, record page views and continue the same identity in a browser.
- [Session recording references](https://docs.inside.chat/3.3/VIS-025.md): Associate selected external recording-session references with tracked page context for investigation.
- [Time-based visitor event triggers](https://docs.inside.chat/3.3/VIS-026.md): Use visitor timing and cooldowns to run visitor events when the current page and targeting conditions still qualify.

## Operator console and floor

- [INSIDE console](https://docs.inside.chat/3.3/CON-001.md): Choose your website and channel, then open the work areas available to your account.
- [Operator availability status](https://docs.inside.chat/3.3/CON-002.md): Set your availability for permitted work and see when capacity or channel controls restrict it.
- [Wind Down for operators](https://docs.inside.chat/3.3/CON-003.md): Stop receiving new automatic work while you finish your current conversations and select a reason.
- [Automatic logout after inactivity](https://docs.inside.chat/3.3/CON-004.md): Respond to inactivity warnings and become unavailable before ending your console session.
- [Console connection and recovery](https://docs.inside.chat/3.3/CON-005.md): Understand console connection messages and recover your workspace after a connection or session interruption.
- [Live visitor and operator floor](https://docs.inside.chat/3.3/CON-006.md): View live visitors and operators on the floor and open a person to inspect their activity or conversation.
- [Floor search and filters](https://docs.inside.chat/3.3/CON-007.md): Filter the live floor, search the visitors already loaded and revisit your prior engagements on mobile.
- [Floor scenes and industry settings](https://docs.inside.chat/3.3/CON-008.md): Choose the shared floor scene and use labels and imagery that suit your website.
- [Floor rendering and animation performance](https://docs.inside.chat/3.3/CON-009.md): Adjust floor rendering and animation preferences to suit your computer.
- [Floor avatar indicators](https://docs.inside.chat/3.3/CON-010.md): Read avatar colours, badges and timers to understand visitor activity and operator availability.
- [My Look operator avatar choices](https://docs.inside.chat/3.3/CON-011.md): Choose your operator avatar's appearance from the looks available to your account and website.
- [Avatar animation and reaction settings](https://docs.inside.chat/3.3/CON-012.md): Choose the avatar reaction buttons available to operators and visitors in configured 3D chat experiences.
- [Chat tray](https://docs.inside.chat/3.3/CON-013.md): Keep your active conversations visible and spot unread messages, queued work and response timers while you work.
- [Current Chat workspace and panels](https://docs.inside.chat/3.3/CON-014.md): Switch between a visitor's conversations and arrange the reply, information and supporting panels around your work.
- [Operator replies and comments](https://docs.inside.chat/3.3/CON-015.md): Write visitor replies or internal comments, insert reusable content and check the outcome of sending.
- [History and message inspection](https://docs.inside.chat/3.3/CON-016.md): Read earlier conversation messages, return to unread work and inspect email content without losing your place.
- [Visitor and conversation information panels](https://docs.inside.chat/3.3/CON-017.md): Check customer, visit and conversation information beside the active chat and open supporting tools when needed.
- [Operator notifications and alerts](https://docs.inside.chat/3.3/CON-018.md): Notice new messages, visitor activity and follow-up alerts through console popups, desktop notifications and floor bubbles.
- [Incoming chats and calls](https://docs.inside.chat/3.3/CON-019.md): Accept or decline incoming work before its countdown ends and check whether assignment succeeded.
- [Operator notification sounds](https://docs.inside.chat/3.3/CON-020.md): Choose which events you hear, select their sounds and adjust notification volume for the current website.
- [Teams Overview and Manager Mode](https://docs.inside.chat/3.3/CON-022.md): Review team and operator workload in Teams Overview and use the optional Manager Mode floor to spot work needing attention.
- [Stats Bar and My Stats](https://docs.inside.chat/3.3/CON-024.md): Keep selected live website indicators visible on the floor and check your personal results in My Stats.
- [Monitor mode](https://docs.inside.chat/3.3/CON-025.md): Rotate live visitor, sales and service information on a fullscreen operational display.
- [Console keyboard shortcuts](https://docs.inside.chat/3.3/CON-026.md): Use keyboard navigation and website shortcuts to open conversation tools, insert saved responses or act on suggestions.
- [Dark mode for the console](https://docs.inside.chat/3.3/CON-027.md): Choose a darker console appearance for your own desktop or mobile workspace.
- [Festive floor themes](https://docs.inside.chat/3.3/CON-028.md): Show optional seasonal floor decorations and avatar accessories around supported celebrations.
- [Release updates and console help](https://docs.inside.chat/3.3/CON-029.md): Open product updates and help in the console, with a guided tour of the desktop workspace.
- [Academy coaching and message feedback](https://docs.inside.chat/3.3/CON-030.md): Read coaching comments beside the messages they refer to and mark your feedback as read.
- [Business Feed message highlights](https://docs.inside.chat/3.3/CON-031.md): Highlight visitor message excerpts with business subjects and send them to configured email recipients.
- [Calendar appointments and reminders](https://docs.inside.chat/3.3/CON-032.md): See your appointments and note reminders together and open the customer work they relate to.
- [Mobile console](https://docs.inside.chat/3.3/CON-033.md): Handle conversations, browse the floor and check customer context using the mobile console's touch controls.
- [INSIDE Store App for mobile](https://docs.inside.chat/3.3/CON-034.md): Use the native Store App to host the mobile console and connect incoming-work notifications to your device.

## Conversations

- [Starting, ending and expiring chats](https://docs.inside.chat/3.3/CHAT-001.md): Start and continue conversations, then end them deliberately or let the configured expiry rules close inactive work.
- [Messages and rich content](https://docs.inside.chat/3.3/CHAT-002.md): Exchange text and supported rich content while keeping public messages separate from internal discussion.
- [Message delivery and read receipts](https://docs.inside.chat/3.3/CHAT-003.md): Use message delivery indicators and failure details to distinguish sending problems from a customer who has not replied.
- [Typing indicators and typing preview](https://docs.inside.chat/3.3/CHAT-004.md): See typing activity and, when enabled, preview a visitor's draft text before the visitor sends it.
- [Chat queue](https://docs.inside.chat/3.3/CHAT-005.md): Review waiting conversations and understand how routing, priority and waiting time affect their next assignment.
- [Departments](https://docs.inside.chat/3.3/CHAT-006.md): Maintain translated department choices and optional bot context actions, and use channels and teams to route conversations to suitable operators.
- [Skillsets and skills-based routing](https://docs.inside.chat/3.3/CHAT-007.md): Define routing skills and visitor conditions, assign skills to operators and match conversations to eligible operators.
- [Chat limits and wind-down](https://docs.inside.chat/3.3/CHAT-008.md): Set operator workload limits by platform and use Wind Down to finish existing work before becoming unavailable.
- [Broadcast for acceptance](https://docs.inside.chat/3.3/CHAT-009.md): Offer waiting conversations to eligible operators and assign each conversation when an operator accepts it.
- [Transferring conversations](https://docs.inside.chat/3.3/CHAT-010.md): Hand a conversation to a permitted operator, team, channel or skill with the context needed to continue service.
- [Taking and pinning conversations](https://docs.inside.chat/3.3/CHAT-011.md): Take eligible waiting work and keep ticket ownership separate from whether a visitor is visible on your floor.
- [Postponing conversations](https://docs.inside.chat/3.3/CHAT-012.md): Defer eligible work for a chosen interval without ending its conversation.
- [Operator reminders](https://docs.inside.chat/3.3/CHAT-013.md): Schedule follow-up on a visitor note and notify the selected operator when it is due.
- [Internal comments](https://docs.inside.chat/3.3/CHAT-014.md): Keep staff discussion inside a conversation, control who sees it and give operators feedback on individual messages.
- [Saved responses](https://docs.inside.chat/3.3/CHAT-015.md): Reuse personal, team and website replies in the right language and insert them through the response panel or a shortcut.
- [Drafts](https://docs.inside.chat/3.3/CHAT-017.md): Keep unfinished email tickets and reopen them when you are ready to continue.
- [Attachments in conversations](https://docs.inside.chat/3.3/CHAT-018.md): Send permitted files in a conversation and see upload progress or failure before continuing.
- [Dispositions](https://docs.inside.chat/3.3/CHAT-019.md): Record conversation outcomes and find closed work that still needs classification.
- [Spam review and blocking](https://docs.inside.chat/3.3/CHAT-020.md): Review detected spam, correct false positives and manage visitor or sender blocking.
- [Censorship and abuse warnings](https://docs.inside.chat/3.3/CHAT-021.md): Mask configured abusive phrases, warn visitors and block repeat abuse according to website policy.
- [Sentiment and emotion](https://docs.inside.chat/3.3/CHAT-022.md): Use estimated visitor sentiment and emotion to help decide which conversations need attention.
- [Conversation translation](https://docs.inside.chat/3.3/CHAT-023.md): Translate eligible conversation text and select the visitor language used for localised messages.
- [Conversation history and search](https://docs.inside.chat/3.3/CHAT-024.md): Find current and previous conversations and open their messages using dates, search and conversation filters.
- [Transcripts by email and print](https://docs.inside.chat/3.3/CHAT-025.md): Email or print a conversation transcript and choose which available files to include in the email.
- [Merging tickets and related conversations](https://docs.inside.chat/3.3/CHAT-026.md): Merge duplicate tickets into one record or link related conversations while keeping their threads separate.
- [Team chat](https://docs.inside.chat/3.3/CHAT-027.md): Message colleagues, teams, your channel, everyone on the current website or an available AI agent, separately from visitor conversations.
- [Offline messages](https://docs.inside.chat/3.3/CHAT-028.md): Capture a visitor's contact request when live help is unavailable and route it through the configured follow-up method.
- [Service levels and response timers](https://docs.inside.chat/3.3/CHAT-029.md): Measure response targets and use waiting timers to identify unanswered conversations.
- [Chat links](https://docs.inside.chat/3.3/CHAT-030.md): Share links that direct visitors towards selected operators, teams or channels and track referral sources.
- [Tags and conversation data](https://docs.inside.chat/3.3/CHAT-031.md): Use shared tags, structured fields and business subjects to organise conversations and retain the context your team needs.
- [Redacting and permanently deleting conversation data](https://docs.inside.chat/3.3/CHAT-032.md): Remove selected visitor message text from the visible conversation and restrict sensitive data according to operator access.

## Visitor experience

- [Chat tabs for visitors](https://docs.inside.chat/3.3/VX-001.md): Give visitors an entry point to live chat, an existing conversation or offline help, with separate desktop and mobile presentation.
- [Visitor chat pane](https://docs.inside.chat/3.3/VX-002.md): Display the visitor conversation in a separate frame that can open, minimise and adapt to the space available on your website.
- [Visitor chat themes and branding](https://docs.inside.chat/3.3/VX-003.md): Set the colours, images, fonts and presentation visitors see across chat, tabs, forms and notifications.
- [Mobile chat](https://docs.inside.chat/3.3/VX-004.md): Adapt the visitor pane, forms and chat entry point for phones, tablets and touch keyboards.
- [Chat accessibility and keyboard navigation](https://docs.inside.chat/3.3/VX-005.md): Use keyboard controls and accessible labels to navigate the visitor pane, messages, forms and menus.
- [Visitor messages and sending feedback](https://docs.inside.chat/3.3/VX-006.md): Write and send visitor messages, with typing information and feedback while a message is sending or a connection is recovering.
- [Visitor chat status and waiting](https://docs.inside.chat/3.3/VX-007.md): Show visitors whether chat is connecting, waiting for an operator, active, ended or recovering from a lost connection.
- [Pre-chat survey for visitors](https://docs.inside.chat/3.3/VX-008.md): Ask visitors for contact details and an initial question before chat, using reusable forms with configurable expiry.
- [Department selection before chat](https://docs.inside.chat/3.3/VX-009.md): Let visitors choose the department they need before starting a new chat, with optional mandatory selection.
- [Custom fields in visitor forms](https://docs.inside.chat/3.3/VX-010.md): Add labelled questions to visitor forms and validate required answers before the visitor continues.
- [Offline help for visitors](https://docs.inside.chat/3.3/VX-011.md): Offer a form, task or message when live chat is unavailable, and collect requests for later follow-up.
- [Visitor tracking consent and communication opt-ins](https://docs.inside.chat/3.3/VX-012.md): Ask visitors to accept cookie tracking before chatting and collect separate email and text opt-ins during pre-chat.
- [Visitor survey questions and scores](https://docs.inside.chat/3.3/VX-013.md): Create surveys with choice, text and rating questions to collect visitor feedback and report on scores.
- [Post-chat survey for web visitors](https://docs.inside.chat/3.3/VX-014.md): Deliver a configured survey after chat, send operator feedback questions during chat or collect feedback through an email link.
- [Visitor chat notifications](https://docs.inside.chat/3.3/VX-015.md): Draw visitors' attention to unread chat replies with previews, counts, sound and supported browser alerts.
- [Visitor popups and embedded content](https://docs.inside.chat/3.3/VX-016.md): Show event-driven offers, information and surveys as page popups or content embedded in your website.
- [Chat tasks and topics for visitors](https://docs.inside.chat/3.3/VX-017.md): Guide visitors through suggested topics, selectable answers and tasks inside the chat pane.
- [Rich content in visitor chat](https://docs.inside.chat/3.3/VX-018.md): Present chat replies as text, cards, lists and store content, with text alternatives when interactive content cannot be displayed.
- [Product cards in visitor chat](https://docs.inside.chat/3.3/VX-019.md): Share product information in chat and let visitors choose available options and use supported purchase actions.
- [Order cards in visitor chat](https://docs.inside.chat/3.3/VX-020.md): Share permitted order information in chat, including items, status and available shipment tracking.
- [File attachments for visitors](https://docs.inside.chat/3.3/VX-021.md): Send permitted files from the visitor chat pane and view files or media shared in a conversation.
- [Email and print transcripts for visitors](https://docs.inside.chat/3.3/VX-022.md): Let visitors email or print the conversation history permitted by the website's transcript and history settings.
- [Appointment booking for visitors](https://docs.inside.chat/3.3/VX-023.md): Let visitors enter their details and book an appointment with an eligible operator or team.
- [Chat links for visitors](https://docs.inside.chat/3.3/VX-024.md): Give visitors a direct entry to chat or appointment booking with the configured operator, channel or team.
- [Video Feed for visitors](https://docs.inside.chat/3.3/VX-025.md): Let visitors browse videos, explore linked products and move into chat or appointment booking.
- [Joining calls and approving Co-Browse](https://docs.inside.chat/3.3/VX-026.md): Use callback, media-permission and session-code controls to enter a call or approve a co-browse request.
- [Chat avatars and visitor reactions](https://docs.inside.chat/3.3/VX-027.md): Show visitors animated advisors and bots, with optional visitor appearance choices and chat reactions.
- [Streaming AI replies for visitors](https://docs.inside.chat/3.3/VX-030.md): Show an AI reply as it arrives, with optional activity messages, before displaying the saved final response.
- [Visitor chat languages and text direction](https://docs.inside.chat/3.3/VX-031.md): Present visitor labels and configured content in the selected language, including right-to-left chat layout for Arabic and Hebrew.
- [Legacy chat pane settings](https://docs.inside.chat/3.3/VX-032.md): Maintain an older chat pane and its alternate configurations while checking each customisation before changing to a current theme.
- [Previous chat history for visitors](https://docs.inside.chat/3.3/VX-033.md): Display current messages and permitted earlier chats with participant identity, timestamps, links and media.

## Engagement and automation

- [Visitor event rules and actions](https://docs.inside.chat/3.3/ENG-001.md): Run automatic actions when a visitor meets your event rules.
- [Visitor event targeting conditions](https://docs.inside.chat/3.3/ENG-002.md): Choose which visitors qualify for an event using their activity, page, conversation and customer information.
- [Visitor event and bot schedules](https://docs.inside.chat/3.3/ENG-003.md): Restrict visitor events and eligible bots to selected dates, weekdays and website-local times.
- [Proactive chat invitations](https://docs.inside.chat/3.3/ENG-004.md): Offer targeted help to website visitors through an available operator or a configured autonomous agent.
- [Proactive chat control group settings](https://docs.inside.chat/3.3/ENG-005.md): Withhold automatic proactive invitations from a sample of qualifying visitors so you can compare results.
- [Visitor popup event setup](https://docs.inside.chat/3.3/ENG-006.md): Show targeted messages, images, surveys or linked offers to website visitors when an event matches.
- [Visitor event updates to customer context](https://docs.inside.chat/3.3/ENG-007.md): Use visitor events to update scores, flags, conversation tags, bot context and the visitor's chat experience.
- [Visitor event alerts for operators](https://docs.inside.chat/3.3/ENG-008.md): Alert operators to qualifying visitors and optionally bring those visitors onto their floor or mark them as favourites.
- [Virtual Assistant task setup](https://docs.inside.chat/3.3/ENG-009.md): Build virtual assistant tasks from reusable steps and data fields, with actions for each answer or skipped step.
- [Virtual Assistant task drafts and publishing](https://docs.inside.chat/3.3/ENG-010.md): Prepare named task drafts, publish one live version and inspect who changed or published each version.
- [Virtual Assistant task steps and branches](https://docs.inside.chat/3.3/ENG-011.md): Guide a visitor through ordered questions and actions, choosing the next step from their answer.
- [Virtual Assistant task data fields](https://docs.inside.chat/3.3/ENG-012.md): Collect task answers in reusable typed fields, with validation, storage choices and display masking.
- [Existing answers in Virtual Assistant tasks](https://docs.inside.chat/3.3/ENG-013.md): Choose whether a task asks again, confirms a known answer or continues using information already available.
- [Virtual Assistant task messages and identity](https://docs.inside.chat/3.3/ENG-014.md): Give task questions and replies the right wording, language, links and assistant identity for each channel.
- [Virtual Assistant task pauses and handover](https://docs.inside.chat/3.3/ENG-015.md): Pause or cancel a task, resume it when allowed and route visitors to people or an alternate task.
- [Virtual Assistant task actions](https://docs.inside.chat/3.3/ENG-016.md): Use task answers to update conversation details, create follow-up work and send outbound messages.
- [Task integrations, appointments and embedded pages](https://docs.inside.chat/3.3/ENG-017.md): Connect task branches to a registered integration, appointment form or embedded page and continue according to the result.
- [Virtual Assistant task preview](https://docs.inside.chat/3.3/ENG-018.md): Try the questions and branches of a saved task version in a private preview before publishing it.
- [Virtual Assistant task import and export](https://docs.inside.chat/3.3/ENG-019.md): Transfer virtual assistant definitions between websites or copy a task while reviewing shared steps and missing dependencies.
- [Custom bots and FAQ bots](https://docs.inside.chat/3.3/ENG-020.md): Connect registered bots to eligible conversations and control when they can respond or hand work back.
- [FAQ bot training and automatic replies](https://docs.inside.chat/3.3/ENG-021.md): Train FAQ bot responses with operator feedback and control when an intent can reply automatically or start a task.
- [Email event rules and actions](https://docs.inside.chat/3.3/ENG-022.md): Apply ordered email rules to route tickets, change their details and trigger follow-up when events or time conditions match.
- [Task notes and operator reminders](https://docs.inside.chat/3.3/ENG-024.md): Add a follow-up note and operator reminder automatically when a visitor reaches a task action.
- [Virtual Assistant usage](https://docs.inside.chat/3.3/ENG-025.md): Understand the task and step activity behind automation reports and the limits of visitor-event timing evidence.
- [Virtual Assistant tasks started by Autopilot](https://docs.inside.chat/3.3/ENG-027.md): Let Autopilot start a configured Virtual Assistant task when a conversation needs a defined sequence of actions or questions.
- [Virtual Assistant task validation and retries](https://docs.inside.chat/3.3/ENG-028.md): Help visitors correct task answers and offer configured retry, skip or alternate routes when they need assistance.

## AI agents

- [AI feature settings and change history](https://docs.inside.chat/3.3/AI-001.md): Configure which AI behaviour runs for your visitors and keep a history of saved changes.
- [AI instructions and templates](https://docs.inside.chat/3.3/AI-002.md): Maintain local or external AI instructions and use supported templates to include visitor and conversation information.
- [Autopilot for live chat](https://docs.inside.chat/3.3/AI-003.md): Let an automated operator answer visitor messages using your configured instructions and functions.
- [Autopilot handover and error handling](https://docs.inside.chat/3.3/AI-004.md): Route an Autopilot conversation to a task or human help when the agent hands over, times out or encounters an error.
- [Autonomous agents for proactive chat](https://docs.inside.chat/3.3/AI-005.md): Select Autopilot agents for proactive visitor engagement, including when their operator identities are not signed in.
- [Copilot reply suggestions](https://docs.inside.chat/3.3/AI-006.md): Review, edit or send AI reply suggestions while you remain in control of the conversation.
- [Fix and Re-Phrase for operator drafts](https://docs.inside.chat/3.3/AI-007.md): Correct spelling and grammar or rewrite an operator draft before sending it.
- [Ask AI beside a visitor conversation](https://docs.inside.chat/3.3/AI-008.md): Ask follow-up questions in a private AI conversation beside the visitor chat.
- [AI conversation summaries](https://docs.inside.chat/3.3/AI-009.md): Summarise conversations for review and handover, with optional disposition recommendations and customer sentiment.
- [Chat Translate and language detection](https://docs.inside.chat/3.3/AI-010.md): Detect visitor language and translate conversation text, AI suggestions and supported transcripts.
- [AI spam checks for incoming conversations](https://docs.inside.chat/3.3/AI-011.md): Classify eligible new text and social conversations as spam before they reach your operators.
- [Email Autopilot for tickets](https://docs.inside.chat/3.3/AI-012.md): Let AI reply to eligible email tickets, update their details or transfer them to your team.
- [Voice Autopilot call handling](https://docs.inside.chat/3.3/AI-013.md): Let an AI agent answer incoming telephone calls and use configured transfer, callback, voicemail and call-ending actions.
- [AI run limits](https://docs.inside.chat/3.3/AI-014.md): Bound repeated AI processing and function use while allowing the agent to produce a final answer.
- [Context Compiler for AI conversations](https://docs.inside.chat/3.3/AI-015.md): Control how agents use long conversation histories and whether they can send progress updates while continuing work.
- [AI functions and required inputs](https://docs.inside.chat/3.3/AI-016.md): Define the operations an AI agent can use and the information it must supply to each operation.
- [AI knowledge and web search](https://docs.inside.chat/3.3/AI-017.md): Give agents configured knowledge lookup, web search and page-reading functions to support their answers.
- [AI integrations and automation tools](https://docs.inside.chat/3.3/AI-018.md): Give agents configured operations that exchange information with APIs, scripts and connected automation services.
- [AI updates to customer and conversation data](https://docs.inside.chat/3.3/AI-019.md): Let agents save selected customer or conversation fields and require stored information before starting a task.
- [Reusable AI skills and instructions](https://docs.inside.chat/3.3/AI-020.md): Reuse instructions and selected functions across agents, with rules controlling when each skill is available and active.
- [Customer goals and AI progress tracking](https://docs.inside.chat/3.3/AI-021.md): Record the outcome a customer wants and track its progress separately from the AI's work plan.
- [AI conversation plans and task progress](https://docs.inside.chat/3.3/AI-022.md): Let AI keep a conversation work plan with task progress, dependencies and requests for missing information.
- [Specialist sub-agents for AI tasks](https://docs.inside.chat/3.3/AI-023.md): Let an AI feature ask a configured specialist to complete a limited task and return its result privately.
- [AI agent service connections](https://docs.inside.chat/3.3/AI-024.md): Run supported AI features through AiFlow or a configured external agent service while INSIDE manages conversation delivery.
- [AI guardrail routing and fallback actions](https://docs.inside.chat/3.3/AI-025.md): Control what INSIDE does when an AI safety check blocks input or output.
- [Rich content in AI replies](https://docs.inside.chat/3.3/AI-026.md): Let AI return supported cards, images and actions alongside text, with readable fallback text where cards are unavailable.
- [AI product suggestion settings](https://docs.inside.chat/3.3/AI-027.md): Suggest products using the customer's recent conversation, including follow-up changes such as size or colour.
- [AI answer citations and summaries](https://docs.inside.chat/3.3/AI-028.md): Retain the sources behind AI answers and optionally turn their raw content into concise citation cards.
- [AI conversation quality scoring](https://docs.inside.chat/3.3/AI-029.md): Score completed conversations against configured criteria and let managers review the evidence and audit results.
- [AI resolution and first-contact metrics](https://docs.inside.chat/3.3/AI-030.md): Evaluate conversation resolution and first-contact outcomes using AI, recent history and configured business rules.
- [AI response quality evaluators](https://docs.inside.chat/3.3/AI-031.md): Ask Powerfront to configure AI checks that score test responses against your chosen quality criteria.
- [AI Experiments Lab for response testing](https://docs.inside.chat/3.3/AI-032.md): Ask Powerfront to replay test datasets against AI features and compare responses, scores and usage.
- [AI assistance activity](https://docs.inside.chat/3.3/AI-033.md): Review AI assistance activity and understand how token usage, cost estimates and execution limits relate.
- [Virtual Try-On with customer photos](https://docs.inside.chat/3.3/AI-035.md): Generate an image of a visitor wearing selected products using their photo and product images.
- [Ask AI agents in Team Chat](https://docs.inside.chat/3.3/AI-036.md): Use an Ask AI agent in a private Team Chat conversation without selecting a visitor.
- [AI reply streaming settings](https://docs.inside.chat/3.3/AI-037.md): Show AI replies as they are generated and choose what happens to partial text when a reply is interrupted.
- [Conversation history tools for AI](https://docs.inside.chat/3.3/AI-038.md): Let an AI feature look up the current visitor's earlier conversations and recover tool results from its current session.
- [Images and attachments for AI agents](https://docs.inside.chat/3.3/AI-039.md): Give agents image context and use supported image or document attachments with private Team Chat agents.
- [AI result processor templates](https://docs.inside.chat/3.3/AI-040.md): Create and preview reusable templates that turn tool results into compact text for AI answers, citations or guardrail processing.

## AI platform

- [AI accounts and shared defaults](https://docs.inside.chat/3.3/AIP-001.md): AI accounts hold the model connection and shared defaults used by your AI features.
- [AI model catalogue](https://docs.inside.chat/3.3/AIP-002.md): Website model records let Powerfront offer the AI models your accounts can use, with catalogue information to help selection.
- [AI model provider selection](https://docs.inside.chat/3.3/AIP-003.md): Provider selection connects AI features to the model service that processes their requests.
- [OpenAI API connection options](https://docs.inside.chat/3.3/AIP-004.md): OpenAI accounts can use Responses API or Chat Completions and pass incremental replies to AI features that support streaming.
- [Google AI Studio model connection](https://docs.inside.chat/3.3/AIP-005.md): Google AI Studio connects supported Gemini models to your AI features.
- [AWS Bedrock model connection](https://docs.inside.chat/3.3/AIP-006.md): AWS Bedrock connects supported Bedrock models to your AI features using the configured AWS region.
- [Cloudflare AI Gateway connection](https://docs.inside.chat/3.3/AIP-007.md): Cloudflare AI Gateway routes supported model requests through a configured gateway connection.
- [Embedding models for knowledge search](https://docs.inside.chat/3.3/AIP-008.md): Embedding options turn a knowledge search into numeric values for matching by meaning, separately from the chat model.
- [Knowledge Base connections for AI](https://docs.inside.chat/3.3/AIP-009.md): A Knowledge Base function retrieves external information for an AI feature to use in its answers.
- [Algolia Search for AI knowledge](https://docs.inside.chat/3.3/AIP-010.md): Connect an AI function to an Algolia index so it can search your existing knowledge when answering questions.
- [Saved responses as AI knowledge](https://docs.inside.chat/3.3/AIP-011.md): Eligible saved responses can become searchable AI knowledge, with an exclusion choice for content you do not want the AI to use.
- [Knowledge sources behind AI citations](https://docs.inside.chat/3.3/AIP-012.md): Name the information behind AI answers and inspect the supporting content attached to citations.
- [Shared AI service connections](https://docs.inside.chat/3.3/AIP-013.md): Reuse website connections for external AI prompts, tracing, memory and tools across the features that need them.
- [External AI prompts and versions](https://docs.inside.chat/3.3/AIP-014.md): Select a versioned external prompt for an AI feature, with caching and fallback instructions when retrieval fails.
- [AI execution tracing with Langfuse](https://docs.inside.chat/3.3/AIP-015.md): Send optional AI execution traces to LangFuse to review model calls, tool activity and failures alongside INSIDE usage records.
- [Persistent AI memory connections](https://docs.inside.chat/3.3/AIP-016.md): Give supported AI features persistent context for a visitor or operator through an external memory service.
- [MCP tool connections for AI](https://docs.inside.chat/3.3/AIP-017.md): Discover tools from a connected MCP service and make selected operations available to an AI feature.
- [MCP service authentication](https://docs.inside.chat/3.3/AIP-018.md): Configure the credentials a connected MCP service requires for tool discovery and execution.
- [Autopilot connections through A2A](https://docs.inside.chat/3.3/AIP-019.md): Expose an enabled Autopilot feature to another agent through discovery, messages and tracked tasks.
- [ACP compatibility for AI agents](https://docs.inside.chat/3.3/AIP-020.md): ACP compatibility lets an integration discover Autopilot or Ask AI agents and submit work using alternative request formats.
- [Personal information masking for AI](https://docs.inside.chat/3.3/AIP-021.md): Privacy replaces detected personal information with temporary placeholders for selected AI requests and restores it in supported replies and tool inputs.
- [AI guardrail policy connections](https://docs.inside.chat/3.3/AIP-022.md): Guardrails check selected AI inputs and outputs against an external content policy and apply the configured response to an intervention.
- [AI usage and estimated cost](https://docs.inside.chat/3.3/AIP-023.md): AI usage records associate model tokens with features and conversations and estimate token cost where pricing is available.
- [AI platform execution limits](https://docs.inside.chat/3.3/AIP-024.md): AI execution limits bound model and function work, while specific caches and compatibility fallbacks help selected operations continue.
- [Voice Autopilot connection setup](https://docs.inside.chat/3.3/AIP-025.md): Voice Autopilot connects incoming telephone calls to a realtime AI voice agent with configured instructions, tools and human hand-off.
- [Voice Autopilot turn detection and interruptions](https://docs.inside.chat/3.3/AIP-026.md): Voice turn detection and playback handling control when Voice Autopilot listens, responds, accepts interruptions and completes announcements.
- [Salesforce Models API connection](https://docs.inside.chat/3.3/AIP-027.md): Salesforce Models API lets AI features generate text through a Salesforce connection using a configured application or operator identity.

## Channels

- [Messaging channel connections](https://docs.inside.chat/3.3/CHN-001.md): Connect messaging accounts to your website so customers can reach your operators through external services.
- [Messaging conversations](https://docs.inside.chat/3.3/CHN-002.md): Handle messages from connected services as INSIDE conversations while retaining the customer and business account used.
- [Webhooks and message status](https://docs.inside.chat/3.3/CHN-003.md): Provider callbacks bring incoming messages and available delivery or read updates into your INSIDE conversations.
- [Virtual Assistant tasks in messaging channels](https://docs.inside.chat/3.3/CHN-004.md): Ask Virtual Assistant task questions through messaging channels using the controls or text that each channel supports.
- [Post-chat surveys in messaging channels](https://docs.inside.chat/3.3/CHN-005.md): Collect feedback after a messaging conversation through a survey link or supported questions in the messaging app.
- [WhatsApp channel setup](https://docs.inside.chat/3.3/CHN-006.md): Connect a business WhatsApp number so operators can exchange messages with customers in INSIDE.
- [WhatsApp message templates](https://docs.inside.chat/3.3/CHN-007.md): Select approved WhatsApp templates, preview the language and fill in customer-specific values before sending.
- [WhatsApp media and replies](https://docs.inside.chat/3.3/CHN-008.md): Receive WhatsApp attachments and quoted replies, with media capabilities that depend on the connected provider.
- [WhatsApp Business App connection](https://docs.inside.chat/3.3/CHN-009.md): Connect a WhatsApp Business App number through Meta so mobile messages, available history and optional contacts can appear in INSIDE.
- [Facebook Messenger channel setup](https://docs.inside.chat/3.3/CHN-010.md): Receive and answer private Facebook Page messages in INSIDE through a connected Messenger account.
- [Facebook public thread replies](https://docs.inside.chat/3.3/CHN-011.md): Reply publicly from an existing Facebook conversation that retains its connected Page and original public thread.
- [Instagram messages and story replies](https://docs.inside.chat/3.3/CHN-012.md): Reply to Instagram messages in INSIDE with the story context your customer shared.
- [LINE messaging channel setup](https://docs.inside.chat/3.3/CHN-013.md): Handle LINE messages and automated choices in INSIDE with either a supplied access token or automatically refreshed tokens.
- [WeChat messaging channel setup](https://docs.inside.chat/3.3/CHN-014.md): Handle WeChat official-account and mini-program messages in INSIDE through direct or delegated account authorisation.
- [KakaoTalk messaging conversations](https://docs.inside.chat/3.3/CHN-015.md): Answer KakaoTalk customers in INSIDE while keeping track of their business messaging session.
- [Viber messaging channel setup](https://docs.inside.chat/3.3/CHN-016.md): Handle Viber bot and business messages in INSIDE through the connection provider selected for your account.
- [Vonage connection for Viber](https://docs.inside.chat/3.3/CHN-017.md): Use Vonage to carry Viber messages and delivery updates for a configured INSIDE account.
- [Apple Messages conversations](https://docs.inside.chat/3.3/CHN-018.md): Exchange Apple Messages in INSIDE, including supported rich controls and invitations to start a conversation.
- [Apple Messages payments and sign-in setup](https://docs.inside.chat/3.3/CHN-019.md): Configure interactive Apple Messages sign-in and Apple Pay requests with your identity and payment integrations.
- [Legacy Google Business Messages connection](https://docs.inside.chat/3.3/CHN-020.md): Understand the legacy Google Business Messages connection and conversation handling retained in INSIDE 3.3.
- [Legacy Twitter direct messages](https://docs.inside.chat/3.3/CHN-021.md): Review the legacy Twitter direct-message connection, its supported content and account subscriptions in INSIDE.
- [SMS number and channel setup](https://docs.inside.chat/3.3/CHN-022.md): Connect business text numbers to INSIDE and configure how SMS conversations, media and replies use each number.
- [SMS consent and number blocking](https://docs.inside.chat/3.3/CHN-023.md): Recognise SMS consent and help keywords, and block contact with selected phone numbers.
- [Email account and mailbox setup](https://docs.inside.chat/3.3/CHN-024.md): Connect mailboxes to INSIDE and choose the sending identity and default account for email tickets.
- [Incoming email and ticket replies](https://docs.inside.chat/3.3/CHN-025.md): Turn incoming email into ticket messages and attach replies to an existing ticket or support conversation when a matching reference is available.
- [Email ticket handling and statuses](https://docs.inside.chat/3.3/CHN-026.md): Create email tickets, assign responsibility and move work through Open, Pending, On Hold, Resolved and Closed.
- [Email replies and support conversations](https://docs.inside.chat/3.3/CHN-027.md): Reply to customers, forward selected ticket content or consult another recipient in a linked support conversation.
- [Email templates and ticket notifications](https://docs.inside.chat/3.3/CHN-028.md): Use account-specific email templates, branding and macros to send consistent ticket notifications and survey links.
- [Email sender blocking and exceptions](https://docs.inside.chat/3.3/CHN-030.md): Manage blocked email addresses and domains, allow selected exceptions and distinguish spam handling from future sender blocking.
- [Email send cancellation and delivery failures](https://docs.inside.chat/3.3/CHN-031.md): Allow a short undo period before sending ticket replies, investigate undelivered email and keep attachments within the supported limits.
- [Ticket sources and email event automation](https://docs.inside.chat/3.3/CHN-032.md): Label where tickets originate and use email events to respond to ticket creation, messages, status changes or timed conditions.
- [Legacy Twitter public mention notifications](https://docs.inside.chat/3.3/CHN-033.md): Recognise the historical Twitter public-mention notification feed and distinguish it from direct-message conversations.

## Voice, video and co-browse

- [Voice provider accounts and telephone numbers](https://docs.inside.chat/3.3/RTC-001.md): Connect a voice provider account and telephone numbers so your website can receive and make telephone calls.
- [Telephone business hours and fallback handling](https://docs.inside.chat/3.3/RTC-002.md): Set when a telephone number receives live calls and what callers hear or do when service is unavailable.
- [Voice queue and call offers](https://docs.inside.chat/3.3/RTC-003.md): Hold incoming telephone calls for eligible operators and apply a fallback when the maximum wait expires.
- [Operator telephone audio setup](https://docs.inside.chat/3.3/RTC-004.md): Set up an operator's browser connection and audio devices for telephone calls in INSIDE.
- [Outbound calling permissions and restrictions](https://docs.inside.chat/3.3/RTC-005.md): Make outbound telephone calls from enabled numbers and control the countries and number prefixes operators can call.
- [Voice call controls](https://docs.inside.chat/3.3/RTC-006.md): Mute, hold, add or remove participants and end telephone calls from the voice console.
- [Telephone call transfers](https://docs.inside.chat/3.3/RTC-007.md): Transfer a telephone caller to another operator or an external number, with an option to talk first.
- [Telephone call monitoring and whisper mode](https://docs.inside.chat/3.3/RTC-008.md): Let a manager join an active telephone call and speak privately to the operator.
- [Telephone callback requests](https://docs.inside.chat/3.3/RTC-009.md): Let callers leave a telephone callback request for an operator instead of continuing to wait on the line.
- [Voicemail messages and follow-up](https://docs.inside.chat/3.3/RTC-010.md): Record a caller's message when a live call cannot be answered and present it to operators for follow-up.
- [IVR telephone menus and execution history](https://docs.inside.chat/3.3/RTC-011.md): Connect a telephone menu to a voice number and inspect recorded menu runs, including calls that never reach an operator.
- [Telephone music and greetings](https://docs.inside.chat/3.3/RTC-012.md): Create reusable spoken messages or audio files and select what callers hear while waiting, on hold or reaching a fallback.
- [Call recording](https://docs.inside.chat/3.3/RTC-013.md): Record telephone calls, pause and resume capture during a call, and set automatic deletion of older recordings.
- [Telephone transcription](https://docs.inside.chat/3.3/RTC-014.md): Read telephone speech as conversation messages during a call or after its recording is processed.
- [Telephone call recovery and wrap-up](https://docs.inside.chat/3.3/RTC-015.md): Rejoin an ongoing telephone call after a console interruption and finish post-call work before taking more calls.
- [Telephone directory and number blocking](https://docs.inside.chat/3.3/RTC-016.md): Save named telephone destinations for calling and transfers, and block unwanted telephone numbers.
- [Browser video and audio calls](https://docs.inside.chat/3.3/RTC-017.md): Invite a website visitor to a browser video or audio call alongside their conversation.
- [Browser call controls and device settings](https://docs.inside.chat/3.3/RTC-018.md): Choose call devices, mute audio or video, place a call on hold and use permitted camera backgrounds.
- [Operator screen sharing with visitors](https://docs.inside.chat/3.3/RTC-019.md): Share the operator's screen with a visitor on its own or during an existing browser call.
- [Browser call connection and quality](https://docs.inside.chat/3.3/RTC-020.md): Understand browser-call connection messages and provide optional feedback about call success and quality.
- [Browser call recording and live captions](https://docs.inside.chat/3.3/RTC-021.md): Record browser calls and, with Vonage, display live captions or retain speech as conversation text.
- [Live show setup and scheduling](https://docs.inside.chat/3.3/RTC-022.md): Prepare scheduled or unscheduled live shows, choose their content and make eligible shows discoverable to visitors.
- [Live show broadcasting](https://docs.inside.chat/3.3/RTC-023.md): Broadcast a live show with hosts and viewers, including visitors accompanied by an advisor.
- [Live show Showcase and product interactions](https://docs.inside.chat/3.3/RTC-024.md): Feature content during a live show and let visitors browse items, mark favourites and react.
- [Live show questions and moderation](https://docs.inside.chat/3.3/RTC-025.md): Collect live-show questions, reply privately or to everyone, and moderate attendee participation.
- [Live show RSVP, reminders and follow-up](https://docs.inside.chat/3.3/RTC-026.md): Collect live-show registrations, send calendar invitations and reminders, and configure post-show email or workflow follow-up.
- [Live show recordings and publishing](https://docs.inside.chat/3.3/RTC-027.md): Record a live show, review its recordings and publish selected recordings for visitors to watch later.
- [Past show attendance and activity](https://docs.inside.chat/3.3/RTC-028.md): Review a past show's attendance, watch time, content interest and discussion, with attendee-level activity and downloads.
- [Company Shows with prerecorded videos](https://docs.inside.chat/3.3/RTC-029.md): Arrange prerecorded videos into a named show and share the collection with visitors.
- [Co-Browse with website visitors](https://docs.inside.chat/3.3/RTC-030.md): Ask a visitor to share a live view of their website page so you can help them during an engagement.
- [Co-Browse viewing and Control Mode](https://docs.inside.chat/3.3/RTC-031.md): View the visitor's page, highlight what to use or act on the page through permitted Control Mode.
- [Co-Browse privacy and security filters](https://docs.inside.chat/3.3/RTC-032.md): Set which website fields and page elements are obscured or excluded from the operator's Co-Browse view.
- [Remote camera registration and access](https://docs.inside.chat/3.3/RTC-033.md): Register a remote camera with its activation code and choose which teams, subsites and secondary cameras can use it.
- [Remote cameras in browser calls](https://docs.inside.chat/3.3/RTC-034.md): Add a registered remote camera to a browser call and bring its primary or secondary view into focus.
- [QR codes for chat links](https://docs.inside.chat/3.3/RTC-035.md): Generate a QR code for a configured chat link so visitors can scan it to enter the linked engagement flow.
- [Click to Call callback form](https://docs.inside.chat/3.3/RTC-036.md): Let a website visitor submit their name and phone number to a configured callback integration.

## Commerce

- [Commerce provider setup and selection](https://docs.inside.chat/3.3/COM-001.md): Choose which store supplies each commerce operation for your website and subsites.
- [Shopify commerce connection](https://docs.inside.chat/3.3/COM-002.md): Connect Shopify so INSIDE can show store products and authorised customer and order information.
- [Salesforce B2C Commerce connection](https://docs.inside.chat/3.3/COM-003.md): Connect Salesforce B2C Commerce for product browsing and optional customer and order reads.
- [BigCommerce store connection](https://docs.inside.chat/3.3/COM-004.md): Connect BigCommerce products, customers and orders to INSIDE and support eligible additions to the shopper's basket.
- [UCP product catalogue connection](https://docs.inside.chat/3.3/COM-005.md): Use an existing UCP connection to search a business's catalogue and retrieve its product details and filters.
- [Custom commerce integrations](https://docs.inside.chat/3.3/COM-006.md): Use a prepared custom commerce integration when your website needs store-specific product, customer or order behaviour.
- [Product search and filters](https://docs.inside.chat/3.3/COM-007.md): Find products in the connected catalogue using search terms and the filters your store supports.
- [Product options and variant selection](https://docs.inside.chat/3.3/COM-008.md): Load current product details and choose an available variant before adding an item to your basket.
- [Store product selection for chat](https://docs.inside.chat/3.3/COM-009.md): Search a connected store and prepare product cards in the order you want to send them.
- [Store customer matches and orders](https://docs.inside.chat/3.3/COM-010.md): View store customer matches and their orders for the visitor you are assisting.
- [AI customer and order search](https://docs.inside.chat/3.3/COM-011.md): Find store customers and order summaries through an authorised AI assistant in private operator Team Chat.
- [Customer and order access](https://docs.inside.chat/3.3/COM-012.md): Verify a visitor's order details or store sign-in before showing private commerce information.
- [Store order details and history](https://docs.inside.chat/3.3/COM-013.md): Read order details and customer order history directly from the connected store.
- [Product card configuration and shopping actions](https://docs.inside.chat/3.3/COM-014.md): Present store products in reusable card configurations with product choices and supported shopping actions.
- [Order card configuration and access](https://docs.inside.chat/3.3/COM-015.md): Share selected order information in a card that only the intended visitor can read.
- [Add to cart from product cards](https://docs.inside.chat/3.3/COM-016.md): Add a chosen product variant to the shopper's own Shopify or BigCommerce basket from a product card.
- [Product recommendations and purchase tracking](https://docs.inside.chat/3.3/COM-017.md): Show suggested products with store-backed cards and associate recorded recommendations with later tracked purchases.
- [Tracked product search and integrations](https://docs.inside.chat/3.3/COM-018.md): Search products observed by tracking or supplied by an existing product integration.
- [Basket tracking](https://docs.inside.chat/3.3/COM-019.md): Track the visitor's observed basket so operators can help with its contents and completed purchases can retain item detail.
- [Purchase tracking and sales totals](https://docs.inside.chat/3.3/COM-020.md): Record completed tracked purchases and update visitor, website and credited operator sales information.
- [Sales attribution to conversations and operators](https://docs.inside.chat/3.3/COM-021.md): Associate a completed tracked purchase with an eligible conversation and operator within the website's attribution period.
- [Proactive chat control group sales comparison](https://docs.inside.chat/3.3/COM-022.md): Compare tracked purchases from visitors withheld from proactive engagement with results from engaged visitors.
- [Purchase currencies and conversion](https://docs.inside.chat/3.3/COM-023.md): Keep the original purchase currency while recording commercial values in your website currency for comparison and reporting.
- [PCI Payment Form in web chat](https://docs.inside.chat/3.3/COM-024.md): Request payment details during web chat, process the payment in your own system and confirm completion to the visitor.
- [PCI Payment Form provider setup](https://docs.inside.chat/3.3/COM-025.md): Use Auric or PCI Proxy payment fields to collect visitor details and display them to the operator during an assisted payment.
- [Conversation lead capture and follow-up](https://docs.inside.chat/3.3/COM-026.md): Save a conversation as a lead, notify your follow-up recipients and review or export the captured contact details.
- [Assisted basket transfer to the storefront](https://docs.inside.chat/3.3/COM-028.md): Send the basket prepared during an assisted screen-sharing session to the visitor's storefront basket.
- [AI commerce functions and access limits](https://docs.inside.chat/3.3/COM-029.md): Limit AI commerce actions and retained commerce context to the capabilities and customer access available in the current conversation.
- [Purchase details and conversion credit](https://docs.inside.chat/3.3/COM-030.md): Review purchases recorded by INSIDE and inspect the order lines and conversations behind reported conversion credit.

## CRM and contacts

- [Customer contact details](https://docs.inside.chat/3.3/CRM-001.md): Keep a customer's contact details together, including alternate addresses, custom information and a company link.
- [Visitor data mapping for customer identity](https://docs.inside.chat/3.3/CRM-002.md): Use member information supplied by your website and keep a change of customer identity separate from the previous customer.
- [Contact matching](https://docs.inside.chat/3.3/CRM-003.md): Recognise existing contacts using email, mobile and account identities within your website.
- [Contact merge preview and assignment](https://docs.inside.chat/3.3/CRM-004.md): Review competing contact details before assigning a visitor or merging contacts.
- [Customer contact identities across channels](https://docs.inside.chat/3.3/CRM-005.md): Associate a customer's channel identities with a contact while keeping channel and account identities distinct.
- [Address book and contact actions](https://docs.inside.chat/3.3/CRM-006.md): Find saved and recent contacts, inspect their details and open an available contact action.
- [Contact opt-in and blocking](https://docs.inside.chat/3.3/CRM-007.md): Record communication permission for customer addresses and block activity associated with a contact.
- [Contact change history](https://docs.inside.chat/3.3/CRM-008.md): Review changes to customer details and the contact associations behind them.
- [Email recipient suggestions](https://docs.inside.chat/3.3/CRM-009.md): Find email recipients while composing or forwarding a ticket using saved addresses and operator details.
- [Salesforce connection and operator setup](https://docs.inside.chat/3.3/CRM-010.md): Connect INSIDE to Salesforce and identify the Salesforce user associated with each operator.
- [Salesforce contacts](https://docs.inside.chat/3.3/CRM-011.md): Find, link and edit Salesforce contacts or person accounts from the visitor's contact controls.
- [Salesforce cases and conversation links](https://docs.inside.chat/3.3/CRM-012.md): Find and update Salesforce cases and associate case work with the relevant customer conversation.
- [Salesforce leads and Zendesk contact creation](https://docs.inside.chat/3.3/CRM-013.md): Capture a visitor's details as a Salesforce lead or Zendesk contact while keeping INSIDE lead capture separate.
- [Salesforce conversation records and transcripts](https://docs.inside.chat/3.3/CRM-014.md): Save conversation context and transcripts in Salesforce using the record types selected for your integration.
- [Dynamics 365 connection and customer records](https://docs.inside.chat/3.3/CRM-015.md): Connect INSIDE to Dynamics 365 so operators can find, link and update customer records during conversations.
- [Dynamics 365 cases](https://docs.inside.chat/3.3/CRM-016.md): Find and update Dynamics 365 cases, add notes and associate a case with a visitor conversation.
- [Dynamics 365 conversation activities](https://docs.inside.chat/3.3/CRM-017.md): Keep a Dynamics 365 conversation activity with the transcript, linked customer, ownership and closing details.
- [Zendesk connection and operator setup](https://docs.inside.chat/3.3/CRM-018.md): Connect Zendesk using an API token and associate INSIDE operators with their Zendesk agent identities.
- [Zendesk tickets and contacts](https://docs.inside.chat/3.3/CRM-019.md): Work with Zendesk customer profiles, tickets and public or private comments beside an INSIDE conversation.
- [CRM form field configuration](https://docs.inside.chat/3.3/CRM-020.md): Choose the CRM fields shown and submitted in INSIDE contact, lead and case forms.
- [INSIDE in Salesforce and Dynamics 365](https://docs.inside.chat/3.3/CRM-021.md): Use INSIDE within a supported CRM workspace and open the conversation associated with the selected CRM work.
- [Custom CRM integration](https://docs.inside.chat/3.3/CRM-022.md): Adapt CRM matching and record updates to an agreed workflow through a Powerfront-managed custom integration.

## Reporting and analytics

- [Report selection and filters](https://docs.inside.chat/3.3/REP-001.md): Choose reports, filter their results and inspect the conversations behind your figures.
- [Reports data and metric definitions](https://docs.inside.chat/3.3/REP-002.md): Understand what report figures count, which activity is excluded and how much historical data is available.
- [Chat performance and tab visibility reports](https://docs.inside.chat/3.3/REP-003.md): Measure chat demand, responses, operator capacity and how often visitors see and click the chat tab.
- [Operator productivity reports](https://docs.inside.chat/3.3/REP-004.md): Review operator workload, availability, response times and handling performance across supported channels.
- [Team comparison reports](https://docs.inside.chat/3.3/REP-005.md): Compare performance across teams, stores and the attributes recorded against conversations.
- [Conversation detail and abandonment reports](https://docs.inside.chat/3.3/REP-006.md): Inspect individual conversations and separate abandoned, withdrawn and missed work when investigating performance.
- [Broadcast acceptance and queue action reports](https://docs.inside.chat/3.3/REP-007.md): Review broadcast offers, transfers and queue actions to explain how conversations reached operators or other handling paths.
- [Sales attribution and conversion reports](https://docs.inside.chat/3.3/REP-008.md): Inspect recorded orders, sales attributed to conversations and conversion across chat outcome groups.
- [Product recommendation and purchase reports](https://docs.inside.chat/3.3/REP-009.md): Compare recorded product recommendations, Add to Cart clicks and associated purchases by operator, date or product.
- [Customer survey and NPS reports](https://docs.inside.chat/3.3/REP-010.md): Inspect customer survey answers, compare scored feedback and review Net Promoter Score results.
- [Ticket reports](https://docs.inside.chat/3.3/REP-011.md): Review ticket creation, backlog, operator actions, response times and resolution performance.
- [Social messaging and SMS reports](https://docs.inside.chat/3.3/REP-012.md): Review social messaging and SMS conversations, replies, delivery and sales using channel-specific reports.
- [Event, link and Virtual Assistant reports](https://docs.inside.chat/3.3/REP-013.md): Measure visitor events, chat links, saved responses, Virtual Assistant tasks and offline message demand.
- [Missed opportunity estimates and reports](https://docs.inside.chat/3.3/REP-014.md): Estimate missed chats, potential sales and staffing needs from visitor demand and observed handling patterns.
- [Service Overview performance comparisons](https://docs.inside.chat/3.3/REP-015.md): Compare business and channel performance across selected periods, including recent activity.
- [Service Overview dashboard](https://docs.inside.chat/3.3/REP-016.md): Monitor workload, operator capacity and service levels alongside selected-date performance, comparisons and graphs.
- [Operation Analysis of visitor and sales activity](https://docs.inside.chat/3.3/REP-017.md): Review an hourly daily chart of visitors, engagement, forms and sales in History.
- [Reports Dashboard and business filters](https://docs.inside.chat/3.3/REP-018.md): View an embedded reporting dashboard for your permitted websites and filter it by month and business scope.
- [Report downloads and email sharing](https://docs.inside.chat/3.3/REP-019.md): Download or email report results as CSV or Excel, with the selected columns, filters and metric legend.
- [Favourite reports and column selection](https://docs.inside.chat/3.3/REP-020.md): Star useful reports for quick access and choose which report columns to display and export.
- [Audit search for retained customer records](https://docs.inside.chat/3.3/REP-021.md): Search retained contacts and conversations across chat, messaging, tickets and calls, then inspect their history.
- [Operator Log](https://docs.inside.chat/3.3/REP-022.md): Review recorded operator actions, account and configuration changes, exports and personal-data actions to investigate what happened.
- [Availability Log for routing investigations](https://docs.inside.chat/3.3/REP-023.md): Inspect recorded channel, operator and conversation availability to investigate past queueing and routing.
- [Autonomous AI performance reports](https://docs.inside.chat/3.3/REP-024.md): Review autonomous AI outcomes, handoffs, customer satisfaction and deflection over time.
- [AI conversation scoring reports](https://docs.inside.chat/3.3/REP-025.md): Compare conversation quality scores by period or operator, including score bands, coverage and manager overrides.
- [AI assistance, translation and sentiment reports](https://docs.inside.chat/3.3/REP-026.md): Review AI assistance use, translated messages, customer sentiment and censored visitor messages.
- [Voice, video and live show reports](https://docs.inside.chat/3.3/REP-027.md): Review telephone handling, video call outcomes, show engagement and sales attributed to video activity.
- [Business Feed and Academy reports](https://docs.inside.chat/3.3/REP-028.md): Review business-feed topic use and managers' transcript comments, with company activity available in older reporting.
- [Personalised performance insights](https://docs.inside.chat/3.3/REP-029.md): Receive personalised insights, review earlier insights and use the available like and share actions.
- [Reporting data availability and warning logs](https://docs.inside.chat/3.3/REP-030.md): Check reporting data availability and inspect unresolved reporting warnings with Developer access.
- [Operator QA and coaching dashboard](https://docs.inside.chat/3.3/REP-031.md): Review conversation quality trends, coaching areas, manager calibration and operator feedback in one dashboard.

## Administration

- [Switching between websites](https://docs.inside.chat/3.3/ADM-002.md): Find the website accounts you can use and switch your active INSIDE workspace.
- [Subsites](https://docs.inside.chat/3.3/ADM-003.md): Organise one website account into named subsites with their own identity, settings and allowed operators.
- [Website and regional settings](https://docs.inside.chat/3.3/ADM-004.md): Maintain your website's profile, email identity, branding and regional display settings.
- [Saving settings](https://docs.inside.chat/3.3/ADM-005.md): Save website settings while checking for newer changes and updating connected operators.
- [Operator accounts](https://docs.inside.chat/3.3/ADM-007.md): Create, update, disable and re-enable the operator accounts that work in INSIDE.
- [Roles and permissions](https://docs.inside.chat/3.3/ADM-008.md): Assign operator roles and delegated permissions, and understand how they affect screens, actions and API access.
- [Website, channel and subsite access](https://docs.inside.chat/3.3/ADM-009.md): Control an operator's website access, per-website channel, subsite and skill assignments, and delegated actions.
- [Operator settings](https://docs.inside.chat/3.3/ADM-010.md): Set an operator's workload limits, working preferences, visible identity and custom business fields.
- [Operator templates](https://docs.inside.chat/3.3/ADM-011.md): Save reusable operator presets for creating accounts and importing new operators.
- [Importing and exporting operators](https://docs.inside.chat/3.3/ADM-012.md): Create or update operator accounts from CSV and export a filtered roster for review.
- [Teams](https://docs.inside.chat/3.3/ADM-013.md): Group operators into teams or stores with members, a leader, escalation contacts and optional scheduling.
- [Business hours and scheduling](https://docs.inside.chat/3.3/ADM-016.md): Set channel opening hours and configure appointment availability, booking forms and scheduling emails.
- [File library](https://docs.inside.chat/3.3/ADM-017.md): Store website files in folders so you can find and reuse them in conversations and configuration.
- [Attachment file types and virus scanning](https://docs.inside.chat/3.3/ADM-018.md): Control attachment extensions, upload scanning and approval of reusable video media for your website.
- [Image and font libraries](https://docs.inside.chat/3.3/ADM-019.md): Maintain images and font references that you can select when configuring website branding and chat appearance.
- [Content library](https://docs.inside.chat/3.3/ADM-020.md): Create searchable products and Looks with images and multilingual details for reuse in Live Shows.
- [Supported languages](https://docs.inside.chat/3.3/ADM-022.md): Choose website languages and enter translated content while keeping your own operator language separate.
- [Finding your way around Settings](https://docs.inside.chat/3.3/ADM-028.md): Find available administration screens and individual settings through the searchable settings menu.
- [Companies](https://docs.inside.chat/3.3/ADM-029.md): Maintain the company names, email domains and tags used by customer records on your website.
- [Wind-down and transfer reasons](https://docs.inside.chat/3.3/ADM-030.md): Maintain the website's reason choices for operator wind-down and conversation transfers.

## Security and privacy

- [Login and email verification](https://docs.inside.chat/3.3/SEC-001.md): Sign in to INSIDE with your operator account and verify your email address when your website requires it.
- [Password changes and recovery](https://docs.inside.chat/3.3/SEC-002.md): Change your INSIDE password or recover access through an emailed reset link, with optional password history and expiry.
- [Two-factor authentication for operator sign-in](https://docs.inside.chat/3.3/SEC-003.md): Add an authenticator-app or email code to password sign-in and complete mandatory setup when your website requires it.
- [Logout and remembered computers](https://docs.inside.chat/3.3/SEC-004.md): Understand how INSIDE keeps you signed in, remembers factor verification and ends an operator session.
- [Single sign-on with SAML 2.0](https://docs.inside.chat/3.3/SEC-005.md): Sign in to INSIDE through your organisation's SAML identity provider using website-specific single sign-on settings.
- [Single sign-on with OAuth 2.0](https://docs.inside.chat/3.3/SEC-006.md): Use your website's OAuth 2.0 provider to identify an operator and enter INSIDE through single sign-on.
- [SSO operator creation and activation](https://docs.inside.chat/3.3/SEC-007.md): Create missing single sign-on operator accounts from a website template and notify the contact responsible for activation.
- [Operator access tokens](https://docs.inside.chat/3.3/SEC-011.md): Expiring operator credentials support remembered second-factor checks and password-based API access.
- [My API Keys and access restrictions](https://docs.inside.chat/3.3/SEC-012.md): Integration credentials and tokens limit API access by permitted operations and IP address.
- [Email verification for protected exports](https://docs.inside.chat/3.3/SEC-013.md): Email verification checks the requesting operator before protected history, report and personal-data exports.
- [Personal data export](https://docs.inside.chat/3.3/SEC-014.md): Export and download a contact's or visitor's linked personal data as an Excel workbook for review and disclosure.
- [Customer identity and conversation visibility permissions](https://docs.inside.chat/3.3/SEC-016.md): An operator permission controls whether customer identity and other operators' conversation content appear in full.
- [Credit card masking](https://docs.inside.chat/3.3/SEC-017.md): Replace detected card numbers in conversation text and subjects with stars, with optional last-four-digit display.
- [Customer data deletion and recovery](https://docs.inside.chat/3.3/SEC-019.md): Delete selected customer information from normal views while retaining a copy that can be recovered through Audit.
- [Permanent deletion of retained customer data](https://docs.inside.chat/3.3/SEC-020.md): Permanently remove a retained deletion copy and the associated stored resources identified for cleanup.
- [Personal data retention and automatic deletion](https://docs.inside.chat/3.3/SEC-021.md): Automatically remove aged personal information using a website retention period and message-handling rule.
- [Captured data expiry and message sanitisation](https://docs.inside.chat/3.3/SEC-022.md): Clear captured field values at conversation or session end and optionally sanitise personal information in visitor messages.
- [Visitor IP address anonymisation](https://docs.inside.chat/3.3/SEC-023.md): Reduce the precision of visitor IP addresses when INSIDE saves visitor records.
- [Website domain checks for browser requests](https://docs.inside.chat/3.3/SEC-024.md): Apply website domain checks to selected browser requests used by embedded chat and the operator console.
- [Sign-in and chat request limits](https://docs.inside.chat/3.3/SEC-025.md): Limit repeated sign-in attempts, verification-code requests and selected rapid chat actions.
- [Certificates and protected browser data](https://docs.inside.chat/3.3/SEC-026.md): Powerfront manages the certificates and protection material used for secure connections and remembered browser verification.
- [Operator sign-in network and email restrictions](https://docs.inside.chat/3.3/SEC-028.md): Restrict operator sign-in networks and the email domains permitted for operator accounts.

## Extensibility

- [Custom scripts managed by Powerfront](https://docs.inside.chat/3.3/EXT-015.md): Powerfront can load and refresh custom scripts that adapt INSIDE to your integration requirements without restarting the service.
- [Integration script selection for automated actions](https://docs.inside.chat/3.3/EXT-016.md): Select a deployed custom script for an event, workflow or AI function, with choices limited to the relevant website and purpose.
- [Custom integrations](https://docs.inside.chat/3.3/EXT-017.md): Use a Powerfront-managed integration to connect your business systems with INSIDE conversations, workflows and AI tools.
- [INSIDE API](https://docs.inside.chat/3.3/EXT-018.md): INSIDE processes HTTP requests for its screens and integrations using the identity, website access and rules required by each operation.
- [API request testing and diagnostics](https://docs.inside.chat/3.3/EXT-019.md): Use API call suggestions and parameter templates to investigate an INSIDE request, with deeper diagnostics managed by Powerfront.
- [Browser API requests](https://docs.inside.chat/3.3/EXT-020.md): INSIDE sends browser requests with the relevant session context and handles connection failures, cancellation and browser compatibility.
- [Media callbacks and embedded form results](https://docs.inside.chat/3.3/EXT-021.md): INSIDE receives media-processing updates and embedded form results so recordings and active chat workflows can continue.
- [Custom scripts in email event rules](https://docs.inside.chat/3.3/EXT-022.md): Custom conditions and script actions can extend email-event rules while following the same priority and cooldown controls.
- [INSIDE operator CLI](https://docs.inside.chat/3.3/EXT-023.md): The operator command-line tool keeps a named operator session and live connection available between commands.
- [Operator CLI requests and browser login](https://docs.inside.chat/3.3/EXT-024.md): Reuse an operator CLI profile for authenticated HTTP requests, live hub operations and a browser login link.
- [A2A agent testing in the browser](https://docs.inside.chat/3.3/EXT-029.md): Use a browser test page to load an agent card, send messages and inspect A2A task and streaming responses.

## Optional

- [Settings reference](https://docs.inside.chat/3.3/settings): every setting, its default and who can change it
- [Glossary](https://docs.inside.chat/3.3/glossary): INSIDE terms
- [Full text of every article](https://docs.inside.chat/llms-full.txt)