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.
Acme
Inbox
Assigned
Manage
Agents
Knowledge
Behavior
Actions
Settings
Tutorials
Learn the basics
Docs
Get the details ↗
Inbox
6 Todo
Filter
Sort
J
Jane Doe
Request for a discount on the…
3m
T
Trevor Amro
Wants to cancel the subscript…
6m
B
Bryan Jones
Question about the yearly pl…
28m
J
Jay Gordon
Inquiry for an enterprise solu…
1h
N
Nelson McNeil
Experienced a bug in the appl…
3h
A
Anna Longsdale
Purchased a yearly subscript…
4h
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.
Acme
Inbox
Assigned
Manage
Agents
Knowledge
Behavior
Actions
Settings
Tutorials
Learn the basics
Docs
Get the details ↗
Assigned
2 Todo
Filter
Sort
J
Jane Doe
Request for a discount on th…
3m
A
Anna Longsdale
Purchased a yearly subscript…
4h
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.
Assigned
2 Todo
Filter
Sort
Jane Doe
Request for a discount on the ye…
3m
Anna Longsdale
Request for a discount on the ye…
4h
J
Jane Doe
Close
Jane Doe
<jane@apple.com>
Today at 09:30
Discount not applied
Hi, I bought a yearly plan, but the 20% discount wasn’t applied. Could someone please take a look? Thank you!
— Jane
Invoice Yearly Sub…
205.34KB
Email address
contact@krijnrijshouwer.com
Subject
Re: Discount not applied
Email Text And Signature
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
Send Email
Decline
Approve
Waiting for approval…
Send a Slack message to #engineering with a report of the issue and ask if someone can take a look at it.
Send Slack Message
Send
Details
Information
Status
In Progress
Priority
Low
Assigned
Krijn Rijshouwer
Dates
Oct 18
→
Add
Contact
Name
Jane Doe
jane@apple.com
Phone
(628) 801-0685
Company
Apple
Address
Add
Notes
Add
Thread
Subject
Discount not applied
Summary
Jane purchased the yearly plan and did not receive the 20% discount.
Language
English
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.
Acme
Inbox
Assigned
Manage
Agents
Knowledge
Behavior
Actions
Settings
Tutorials
Learn the basics
Docs
Get the details
Inbox
6 Todo
Filter
Sort
J
Jane Doe
Request for a discount on the ye…
3m
T
Trevor Amro
Request for a discount on the ye…
6m
B
Bryan Jones
Request for a discount on the ye…
28m
J
Jay Gordon
Request for a discount on the ye…
1h
N
Nelson McNeil
Request for a discount on the ye…
3h
A
Anna Longsdale
Request for a discount on the ye…
4h
J
Jane Doe
Close
Jane Doe
<jane@apple.com>
Today at 09:30
Discount not applied
Hi, I bought a yearly plan, but the 20% discount wasn’t applied. Could someone please take a look? Thank you!
— Jane
Invoice Yearly Sub…
205.34KB
Email address
contact@krijnrijshouwer.com
Subject
Re: Discount not applied
Email Text And Signature
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
Send Email
Decline
Approve
Waiting for approval…
Today at 16:43
Made a Github issue describing the bug
Sent an email explaining that there was a mistake
New
Send a Slack message to #engineering with a report of the issue and ask if someone can take a look at it.
Send Slack Message
Send
Details
Information
Status
In Progress
Priority
Low
Assigned
Krijn Rijshouwer
Dates
Oct 18
→
Add
Contact
Name
Jane Doe
jane@apple.com
Phone
(628) 801-0685
Company
Apple
Address
Add
Notes
Add
Thread
Subject
Discount not applied
Summary
Jane purchased the yearly plan and did not receive the 20% discount.
Language
English
ID
mbk5e
On the right side of the thread, you'll find controls and insights for a quick overview:
The information section allows you to quickly open and close the thread, change the priority, or assign a team member.
Information: Easily open or close the thread, change its priority, or assign it to a team member.
Contact: Add or update customer details, including name, phone numbers (use commas to separate multiple entries), emails, and addresses.
Thread: View the entire thread at a glance, complete with a subject line, summary, and language. Human agents can contribute just as effectively as Ai agents by applying their skills in the same way.
Acme
Inbox
Assigned
Manage
Agents
Knowledge
Alignment
Actions
Settings
Tutorials
Learn the basics
Docs
Get the details ↗
Inbox
3 Todo
Filter
Sort
Jane Doe
Request for a discount on the ye…
3m
Trevor Amro
Request for a discount on the ye…
6m
Bryan Jones
Request for a discount on the ye…
28m
Jay Gordon
Request for a discount on the ye…
1h
Nelson McNeil
Request for a discount on the ye…
3h
Anna Longsdale
Request for a discount on the ye…
4h
Jane Doe
Close
Jane Doe
<jane@apple.com>
Today at 09:30
Discount not applied
Hi, I bought a yearly plan, but the 20% discount wasn’t applied. Could someone please take a look? Thank you!
— Jane
Invoice Yearly Sub…
205.34KB
Email address
contact@krijnrijshouwer.com
Subject
Re: Discount not applied
Email Text And Signature
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
Send Email
Decline
Approve
Waiting for approval…
Today at 16:43
Made a Github issue describing the bug
Sent an email explaining that there was a mistake
Send a Slack message to #engineering with a report of the issue and ask if someone can take a look at it.
Send Slack Message
Send
Details
Information
Status
In Progress
Priority
Low
Assigned
Krijn Rijshouwer
Dates
Oct 18
→
Add
Contact
Name
Jane Doe
jane@apple.com
Phone
(628) 801-0685
Company
Apple
Address
Add
Notes
Add
Thread
Subject
Discount not applied
Summary
Jane purchased the yearly plan and did not receive the 20% discount.
Language
English
At the bottom of each thread, there's an input. You can use this to write instructions and select a relevant action. Once you're ready, the human agent can hit send to execute the prompt, leveraging the full context of the customer thread. This makes it incredibly fast to perform manual tasks for the customer, without needing to switch to other tools.
Assigned
2 Todo
Filter
Sort
Jane Doe
Request for a discount on the ye…
3m
Anna Longsdale
Request for a discount on the ye…
4h
J
Jane Doe
Close
Jane Doe
<jane@apple.com>
Today at 09:30
Discount not applied
Hi, I bought a yearly plan, but the 20% discount wasn’t applied. Could someone please take a look? Thank you!
— Jane
Invoice Yearly Sub…
205.34KB
Email address
contact@krijnrijshouwer.com
Subject
Re: Discount not applied
Email Text And Signature
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
Send Email
Approve
Waiting for approval…
Send a Slack message to #engineering with a report of the issue and ask if someone can take a look at it.
Send Slack Message
Send
Details
Information
Status
In Progress
Priority
Low
Assigned
Krijn Rijshouwer
Dates
Oct 18
→
Add
Contact
Name
Jane Doe
jane@apple.com
Phone
(628) 801-0685
Company
Apple
Address
Add
Notes
Add
Thread
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.
Email address
contact@krijnrijshouwer.com
Subject
Re: Discount not applied
Email Text And Signature
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
Send Email
Decline
Approve
Waiting for approval…