Inbox overview
The Inbox is the agent's work screen. It lists the conversations from all connected channels in a single continuous queue.
Tabs
| Tab | What it shows |
|---|---|
| Awaiting response | Open conversations whose customer is waiting for a reply |
| Open | All conversations in service |
| Finished | Closed conversations |
| Archived | Conversations out of the operation, recoverable at any time |
Filters and search
- Filters — by status, tags (all or any), unread, today, and awaiting response.
- Search everything — searches conversations, contacts, and messages at the same time.
- Unread counter — the badge per conversation and the tab total.
Life cycle of a conversation
- In the queue — the conversation arrives via the channel and enters Awaiting response, in the channel's default queue.
- Assigned — an agent clicks Take. From then on, only they reply (a supervisor can transfer).
- In service — exchange of messages, media, internal notes, tags, and fields.
- Finished — the agent closes it; the conversation leaves the active queue and enters the Finished tab.
- Reopened — if the customer comes back, the conversation is reopened (or a new one is created for the same contact).
Actions per conversation
- Mark as read/unread
- Archive/unarchive
- Mute/reactivate notifications
- Pin/unpin the conversation
- Star/unstar messages
- Apply and remove tags
- Transfer to another queue or agent
- Finish
- Convert to a CRM contact
- Rename the contact and view their 360° history
- Whisper mode and private mode (protection of the conversation content)
- Agents Chat — internal team conversations (DMs and #groups)
- Internal notes about the contact
- Conversation assistant (summary and reply suggestion)
Contact panel
To the right of the conversation, the panel shows the contact's data (including custom fields), the linked conversation, the mood thermometer, and, when available, the CX Score of the previous conversation.
Presence status
The agent switches between online, busy, and away at the top of the app. The status affects automatic distribution: whoever is away stops receiving new conversations.
Useful shortcuts
- The conversation options menu is navigable by keyboard (Tab and arrow keys); Esc closes it and returns focus.
- Messages show the send, delivery, and read status per channel.