Omnichannel Inbox

The Inbox is the unified workspace where every customer conversation lands (voice calls, web chats, SMS and WhatsApp) on a single triage queue. Whether the AI handled it end-to-end or a human is about to step in, every interaction lives on the same Conversation record with one message timeline, one assignment, and one status. That means you stop juggling separate tools for “the calls dashboard” and “the chat inbox”; they are the same product now.

Anatomy of the Inbox

The Inbox is a three-pane workspace: filters and folders on the left, the conversation list in the middle, and the live thread on the right. Updates flow in over the same realtime channel that powers the calls dashboard, so a new message lights up the list without a refresh.

Folders & Filters

• Channel: voice, web chat, email, SMS, WhatsApp. Use this to focus on the channel a particular operator owns.
• Status: Open, Pending human, Assigned, Resolved, Closed. “Pending human” is the trigger queue: conversations the AI has flagged for a teammate to pick up.
• Assignment: assigned to me, assigned to anyone, or unassigned. The Inbox doubles as your personal to-do list when filtered to “Me”.
• AI vs Human mode: see only the conversations the AI is currently running, or only the ones a human is on.
• Agent: select one or more agents to review their conversations together. Selecting multiple agents matches conversations handled by any of them.
• Unread: a one-click filter to surface threads with incoming messages waiting on a reply.

The Conversation List

Each row in the list shows the channel icon, the customer's name or number, a snippet of the last message, the assignee, and the time of the last activity. Bold rows have unread inbound activity. Click any row to drop the thread into the right-hand pane.

The Conversation Thread

The thread on the right is a complete message timeline shared by AI and human teammates. For voice calls you see live transcript bubbles; for chats you see the actual messages. System events (handover started, conversation assigned, status changed, etc.) appear inline so you can reconstruct the full history at a glance.

Voice Recordings

Completed voice conversations with a recording show a player directly below the conversation header. Use the speed control to slow playback to 0.5x or speed it up to 2x, scrub to any point, and download the audio. Selecting a synced transcript message seeks the recording to that moment.

Blocking callers and chat visitors

When a voice or web-chat conversation is open, select the block icon in the conversation header. For voice, that adds the caller’s number to the workspace blocklist so future inbound calls are rejected before the AI answers. For web chat, that blocks the visitor so they can no longer send messages to your chat agents. Blocked threads show a blocked icon in the conversation list. Select the active block icon again to unblock. Admins can also review the list under Manage workspace → Blocked.

Replying

The composer at the bottom of the thread supports rich text, file attachments, emoji, and quick replies. Hit Enter to send or Shift+Enter for a new line. The recipient sees a typing indicator while you compose.

Quick Replies

Save the answers you find yourself typing over and over as quick replies, then drop them straight into a thread by pressing / in the composer. Quick replies support placeholders like {customer.name}, {agent.name}, and {org.name}, so a single saved snippet stays personalised across every conversation. Quick replies are org-wide and editable from the Inbox settings.

Attachments

Drag-and-drop files into the composer or paste images directly from the clipboard. Images render inline, other files appear as download cards. The same attachment types accepted on tickets (PDFs, Office documents, images, CSVs, plain text and Markdown) are supported here.

Internal Notes

Toggle the composer into Internal Note mode to leave a comment that never reaches the customer. Notes are visible only to your workspace's operators and are perfect for “heads up, check the call from yesterday” or “billing manager is on this already” coordination.

Taking a Conversation Off AI

Hit Take over at the top of any thread to remove the AI agent and assign the conversation to yourself. For a chat, the AI goes quiet and you continue replying as a human. For a voice call, a small floating call widget pops up in the bottom-right of the dashboard so you can talk to the caller while still navigating the rest of the app; see Take Over a Call from the Agent.

You can hand the conversation back to AI at any time by clicking Return to AI. The agent resumes the thread with full context of what the human said while in control.

Assigning & Closing

• Assign a conversation to a teammate to make it land in their “Assigned to me” folder. A small toast notifies them the next time they open the Inbox.
• Resolve when the customer's request is handled. Resolved threads disappear from the default view but stay searchable.
• Close for the long-tail archive: anything that won't need a follow-up.

Bulk Actions

Tick the boxes on multiple rows in the conversation list to reveal a bulk action bar: assign, resolve, close, archive, or export the selection. Useful for clearing a backlog after a busy period.

Exporting

The Export action downloads the current view (respecting the filters you have applied) as a CSV. Each row is one conversation with the channel, customer, AI vs human mode, assignment, last message, timestamps, and status. Use it for quality reviews, weekly stand-ups, or feeding the data into a BI tool.

Contact profiles

Open the Contact tab to see a person's details and their journey across calls, messages and chats. Phone numbers and email addresses are recognised automatically. Anonymous website visitors are not saved until you create or link a contact.

Link or create a contact

If no profile is linked, choose Link existing and search by name, phone or email, or choose New contact. A phone number or email that already belongs to another contact stays with that contact. Extra numbers and addresses appear once, under Other contact methods.

Block or unlink

Open the more actions menu on the contact. Workspace administrators can block or unblock every phone number saved on that contact. People who can reply in the Inbox can unlink the current conversation. Unlinking leaves the contact and its other conversations in place, and that conversation is not linked again automatically.

Configuring Channels & Routing

The Configure Channels & Routing permission is admin-only by default; it controls how new conversations land in the Inbox (which channels are wired up, which agent or department picks them up, and which teammates get assignment notifications). You can grant the permission to specific Members via per-member overrides if you have a dedicated operations lead.