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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.

When this happens: Operator opens /crm/inbox (or clicks Inbox in the main navigation).

Step by step

  1. 1

    Click Inbox in the main navigation.

    EasyCRM loads the three-zone Inbox layout: conversation list (left), an empty conversation panel (center), and an empty customer-profile panel (right). Requests the first page of the *All* view, sorted by last activity, filtered to the operator's visibility scope. EasyCRM renders each row with customer name and avatar, channel icon and connection, last-message preview, last-activity time, status chip, responsible party, tags, unread marker, follow-up-due marker and AI-participation indicator.

  2. 2

    Select a row — e.g. *Maria Popescu — WhatsApp +373 69 …*.

    EasyCRM opens the conversation in the center zone and the customer's profile in the right zone, without leaving the Inbox.

Other paths

Empty scope

At step 3 the operator's visibility scope contains no conversations. EasyCRM shows No conversations yet, with a link to the Unassigned view when the operator holds EasyCrm.Inbox.PickUp.

Deep link into a specific conversation

Open a link from a notification or a search result instead of step 1. The Inbox loads with the target conversation already selected and scrolled into view in the list.

If something goes wrong

Conversation removed from scope while open

The selected conversation's visibility changes while open — e.g. Reassigned away from the operator by a Supervisor. The center and right zones stay open for the current session, but the row disappears from the operator's list on the next refresh; reopening it later returns EasyCrm:Conversation:OutOfScope.

Good to know

  • The conversation list never shows a conversation outside the viewer's visibility scope.
  • The three-zone layout is fixed: list, conversation, customer profile.