Inbox

Overview

The inbox is your central hub for managing all incoming customer threads. It allows you to oversee your agents and track their interactions with customers effectively. In addition to the global inbox, you'll also have access to a personal "Assigned" inbox, tailored specifically to you.

Assigned

Your assigned inbox is tailored specifically for you, displaying any threads that require your attention. At the top of the inbox, you can apply filters to customize your view. For instance, you can choose to display all closed items, filter by priority, or sort by who’s assigned. Additionally, you can sort the threads by oldest or newest.

Assigned Threads

  1. Jane Doe
    Request for a discount on the yearly plan
    3 minutes ago

  2. Anna Longsdale
    Purchased a yearly subscription
    4 hours ago

When an agent requests your approval for an action, the corresponding thread will automatically be assigned to you. To approve the thread, simply click the blinking "Approve" button on the card. You can also "Decline" if you’d like to stop the agent. Optionally, you can also edit any fields in the action before approving to make any necessary adjustments. Once approved, the agent will proceed to execute the action.

Threads

Threads provide a comprehensive view of the entire interaction history between your business and the customer. They display all interactions chronologically. Each interaction is added to the bottom of the thread, allowing for a seamless flow of information. Below each interaction, you'll find the actions from both Ai and human agents.

  1. Jane Doe
    Request for a discount on the yearly plan
    3 minutes ago

  2. Trevor Amro
    Wants to cancel the subscription
    6 minutes ago

  3. Bryan Jones
    Question about the yearly plan
    28 minutes ago

  4. Jay Gordon
    Inquiry for an enterprise solution
    1 hour ago

  5. Nelson McNeil
    Experienced a bug in the application
    3 hours ago

  6. Anna Longsdale
    Purchased a yearly subscription
    4 hours ago

Example Interaction

From: Jane Doe
Email: jane@apple.com
Date: Today at 09:30
Subject: Discount not applied

Message:
Hi, I bought a yearly plan, but the 20% discount wasn’t applied. Could someone please take a look? Thank you!
— Jane

Support Response:
Hey Jane,
So sorry to hear about the trouble you experienced. We’ve initiated a refund. You should receive it in the upcoming days.
— Acme Support

Details

  • Status: In Progress
  • Priority: Low
  • Assigned to: Krijn Rijshouwer
  • Contacts:
    • Name: Jane Doe
    • Email: jane@apple.com
    • Phone: (628) 801-0685
    • Company: Apple

Thread Summary

  • Subject: Discount not applied
  • Summary: Jane purchased the yearly plan and did not receive the 20% discount.
  • Language: English

Logs

To access additional information about an agent's activities, simply click the "↗" icon next to the summary below the customer interaction. This will open a detailed view that outlines everything the agent has done. This feature is available for both the actions of Ai agents and human agents.