Inbox
The inbox is where your team works conversations in real time. It’s Gmail-shaped on purpose: a list on the left, a detail pane on the right, filter chips at the top, and a keyboard-first interaction model. New conversations appear live; assignments and status changes sync across teammates within a second.
The list view
Each row shows the shopper (avatar + email or first message), the last message preview, a status pill, tags, and the conversation’s AI score. A small icon flags conversations that need attention — unresolved handoff, low confidence, negative feedback.
Filters and saved views
Stack any combination of these filters:
- Status — open, closed, handed off, queued for handoff.
- Outcome — converted, abandoned, escalated.
- Assignee — me, unassigned, specific teammate.
- Channel — widget, email, WhatsApp, Instagram, etc.
- Tag — any tag you’ve created (sizing, returns, B2B…).
- Score — low confidence, negative feedback, top performer.
- Time range — preset windows or custom.
- Cart value — for surfacing high-value abandoned carts.
Save any filter combo as a view — your team can subscribe to views and get a notification when a new conversation lands in them.
Detail pane
On the right side you see the transcript, citations, tool calls, and a side rail of shopper context: profile, recent orders, cart contents, VIP status, attributable conversions.
Below the transcript are three actions:
- Reply — send a message as a human. The AI yields; you can hand it back when done.
- Suggest reply — let the AI draft a response for you to edit and send. Useful for tricky tone.
- Close + note — wrap up with an internal note that shows in analytics.
Internal notes vs. messages
Bulk actions
Select multiple rows with the checkbox or hold Shift to range-select. Available bulk actions: assign, tag, close, mark as reviewed, export to CSV, archive.
Keyboard shortcuts
| Key | Action |
|---|---|
j / k | Next / previous row |
e | Close (archive) current |
r | Reply |
n | Add internal note |
t | Tag |
a | Assign |
? | Show all shortcuts |
g then i | Go to inbox |
g then m | Go to assigned-to-me |
Presence and collaboration
When two teammates are viewing the same conversation, the avatar shows in the top-right and a “typing” indicator surfaces if someone is mid-reply. Locking is opt-in via Settings → Inbox.
Auto-routing
Conversations can be auto-assigned by skill, language, segment, or store. Set rules under Inbox → Settings → Routing. Common patterns: route VIP conversations to your CS lead, route Spanish to the Spanish-speaking team member, route B2B requests to sales.
SLAs and presence
Define first-response SLAs per channel. A countdown timer appears on any conversation waiting for a human; breaches show in the daily digest. Out-of-hours conversations carry a different SLA — see Out-of-hours mode.