Inbox
Work all customer conversations in one shared Inbox.
Open the inbox and review the conversation list
An operator opens the shared Inbox and reviews the conversation list — customer, channel, last message, status, responsible party, tags and read state — across every connected channel within their visibility scope.
Switch between inbox views
An operator switches among the fixed Inbox views — All, Unread, Mine, Unassigned, Due, and one tab per active conversation status — each showing a live count, to focus on a specific slice of their work.
Read a conversation's summary information without opening it
An operator scans the conversation list and reads everything needed to triage a conversation — customer, channel, status, responsible party, tags, read state, follow-up and AI participation — without opening it.
Preview the full text of the last message on hover
An operator hovers a row's truncated last-message text to read it in full, without opening the conversation.
Sort conversations by last activity, creation date or follow-up date
An operator changes the conversation list's sort order to match how they want to triage — most recent activity first by default, or by creation date or follow-up date.
Filter conversations by channel, operator, status and tag, in combination
An operator narrows the conversation list by combining filters on channel, responsible operator, status and tag, and optionally further attributes, to find a specific set of conversations.
Distinguish read from unread conversations and keep the unread counter current
The system tracks, per user, whether a conversation has an unread customer message, and keeps the unread marker and counter current as messages arrive and as you reads them.
Move a conversation between views when its status or assignment changes
When a conversation's status or responsible party changes, it relocates across the Inbox's fixed views — for every connected user in scope — without anyone needing to refresh.
Reflect new messages and operational changes without a manual refresh
An operator's open Inbox reflects new messages, status changes, tag changes and assignment changes as they happen, without a page reload.
Synchronize operational changes between users with the same conversation open
Two users who have the same conversation open see each other's status, tag and assignment changes live, and a stale write is rejected rather than silently overwritten.
Signal that another operator has the conversation open or is drafting a reply
Operators see, in real time, when a colleague has the same conversation open or is composing a reply — a staff-only signal, never shown to the customer.
Work the email mailbox through a dedicated view over the same inbox
An operator works email conversations through a dedicated Inbox view, filtered to Email, with subject and mailbox columns — the same conversations and the same conversation detail as the main Inbox.
Surface an alert for unassigned conversations
A conversation left unassigned longer than a configurable threshold alerts every user who can assign conversations within its visibility scope, so the shared Inbox does not silently accumulate unattended work. The alert never fires for a conversation the AI Assistant holds.