---
title: Work the inbox
description: Turn unanswered conversations into the next useful improvement to your help content.
sidebar:
  order: 4
---

Every widget conversation lands in the shared inbox. That includes answers with citations and questions the agent could not support from the current index.

## Start with unanswered conversations

An unanswered question is a useful signal. Read the visitor's wording, identify the page that should contain the answer, and decide whether the page needs a clearer explanation or whether the product needs a human reply.

## Keep the source authoritative

Update the public page that owns the fact. Then refresh the source so future visitors receive the same answer from the same canonical page.

## Handle sensitive requests carefully

Some workflows need a teammate. For example, with Shopify connected, Rinhelp can look up order status and request a refund, but a teammate approves the refund before it is created. Keep approval boundaries in the human workflow.

## Close the loop

Repeat the loop when questions recur: read the conversation, improve the source page, re-index, and check the citation in preview.