Inbox

Every conversation, on every channel, in one place. Voice calls appear with their transcript, WhatsApp threads with their messages, web chats, DMs and emails alongside them.

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Views

The inbox ships several layouts because teams work differently. Pick one under the view switcher: There is also a fullscreen mode that drops the surrounding dashboard chrome and gives the inbox the whole window, with resizable panes.

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Filters

Filter by channel, status, assignee, priority, label, category, and whether a conversation is escalated, snoozed, stuck or archived. Common combinations can be saved. The filters that matter most day to day:

• Mine and Unassigned, which is how a team divides a queue
• Escalations, which is what needs a human now
• Stuck, conversations that have gone quiet without resolving

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Search

Search across conversations and customers from the top bar. Results cover message content, customer details and conversation metadata within your workspace.

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Working a conversation

The detail view shows the full transcript with the customer’s history alongside it. From here you can:

• Reply in your own words, or use a macro
• Assign it to a colleague
• Add an internal note that the customer never sees and the agent never reads
• Set priority and apply labels
• Snooze it until a time you pick
• Resolve or close it
• Expand why this answer on any agent message, see Explainability

See Collaboration for the teamwork surface in detail.

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Pausing the agent

You can pause the agent for a single conversation to take it over yourself, or pause it across the whole workspace. A workspace pause stops every channel at once, which is the control you want during an incident. Your team can also pause from Telegram.

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Closing

Conversations close themselves. A voice call closes when the call ends. A messaging conversation closes after a period of inactivity. An operator can close one manually at any time. Closing is the seam that triggers CSAT, so it matters that it happens consistently rather than depending on someone remembering.

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Archive

Archiving takes a conversation out of the active queue without destroying it. Archived conversations stay searchable and reportable, and can be unarchived. Use it to clear finished work out of the way. Archive is a visibility filter, not a deletion.

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Permanent deletion

Deleting requires typing the conversation’s identifier to confirm, and is restricted to roles you authorise. An audit record documents that the deletion happened, including the channel, the message count and the timestamps, without quoting the content that was deleted. Use permanent deletion for a customer’s erasure request or content that should never have been captured. For everything else, archive.

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Bulk actions

Select multiple conversations to assign, label, close, archive or unarchive in one action.