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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.

When this happens: Operator clicks a view tab.

Step by step

  1. 1

    Click the Unread tab.

    Requests conversations in the operator's scope where the customer has written something the operator has not yet read, sorted and filtered as currently set. EasyCRM updates the list and the Unread tab's counter badge; the other tabs' counters refresh alongside it.

  2. 2

    Reads through the list and opens a conversation; the selected view stays active while the operator works within it.

Other paths

Unassigned view

Select Unassigned. System lists only conversations with no responsible user or AI, excluding conversations the AI Assistant currently holds in Auto Reply mode.

Due view

Select Due. System lists conversations whose status shows a follow-up has fallen due (FR-26), regardless of who currently holds them within scope.

Per-status tab

Select the Waiting for Customer tab — one tab per active status (FR-14), in their configured display order. System lists conversations whose status matches, within scope.

If something goes wrong

Counter stale during reconnect

The real-time connection drops mid-session. Counters stay at their last known value with a subtle reconnecting indicator; on reconnect the counts and the current view refetch once.

Good to know

  • Every view is limited by the viewer's visibility scope, including Unassigned and Due.
  • Unassigned excludes conversations the AI Assistant currently holds. (BRD §3.9, FR-24)
  • A due follow-up sets the status to Follow-up and populates the Due view; it never marks the conversation unread. (BRD §3.8, FR-26)