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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.

When this happens: Operator scans the list.

Step by step

  1. 1

    Scans the visible rows.

    Has already rendered, per row: customer name/avatar, channel icon and connection, last-message preview, last-activity time, status chip, responsible party (operator avatar/name, an AI badge, or Unassigned), tags (with a +N overflow), unread marker, follow-up-due marker, and AI-participation indicator.

  2. 2

    Identifies, without opening any row, which conversations are unread, whose turn is due, and which are AI-handled.

Other paths

Responsible-party detail on hover

Hovers the responsible-party avatar. EasyCRM shows a tooltip with the full name and, for a user, their availability state, when the operator holds EasyCrm.Inbox.ViewTeamAvailability.

Good to know

  • The row surfaces every field needed to triage a conversation without opening it.
  • The AI indicator appears when the AI Assistant currently holds the conversation or has participated in it at any point.