💬 Inbox & Conversations
Your daily work in the Inbox
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The Inbox screen
The Inbox has three areas: the conversation list, the chat window, and the customer 360° panel with the customer's details, subscriptions, and invoices.
📸 Screenshot needed: The full Inbox screen with a conversation open: list + chat + the customer side panel all visible together.
The everyday tools
- Filters above the list: Unassigned, Assigned to me, My team — so each agent sees only their work.
- Search works by name or phone number — type any part of the number.
- Transfer a conversation to an agent or a team from the transfer button on top of the chat, with a note visible to management only.
- Tapping any phone number inside a chat opens that number's conversation on the same channel — and if it already has an active chat on another channel, you get a warning dialog first.
📸 Screenshot needed: The conversation filters open (All / Unassigned / Assigned to me) with the unread counter visible.
Who sees what?
With “assigned-only” visibility enabled in settings: agents see conversations assigned to them, team leaders see their team's, and supervisors/admins see everything.