Working the Inbox
The Agent Inbox at Dashboard → Inbox is where your team handles conversations the AI has escalated. You need at least Agent access to open it — Viewers see an "Access Denied" screen.
🖼️ [Image] — The two-pane inbox: conversation list on the left, selected conversation on the right.
Presence badge
The header shows a live connection badge driven by SignalR:
- Live (green) — connected, events arrive in real time.
- Reconnecting… (amber) — the connection dropped and is recovering.
- Offline (red) — no live connection; the inbox falls back to polling.
Tabs
The list is split into tabs, each with a count:
| Tab | Shows |
|---|---|
| Unassigned | Escalated conversations nobody has claimed |
| Mine | Conversations you have claimed |
| All | Every active conversation (escalated, claimed, reopened) |
| Resolved | Closed conversations |
| Canceled | Conversations the visitor returned to the bot |
Each card shows the visitor, a message preview, time, an unread dot when a new message arrives, AI urgency/skill chips, a red edge on SLA breach, and an "X is viewing this" hint.
Claim a conversation
From Unassigned, click Claim on a card (or open it and click Claim in the header). The conversation moves to Mine and the reply box unlocks. If another agent claims it first, you are told and the thread opens read-only.
🎬 [Video] — Claiming a new escalation and sending the first reply.
Reply
Type in the reply box and press Enter to send (Shift+Enter for a newline). While you type, the customer sees a typing indicator; you see one when the customer or another agent is typing. You can also draft with AI Compose and use macros, internal notes, and attachments.
Resolve and reassign
- Resolve — closes the conversation. Depending on your settings this triggers a CSAT prompt or an emailed transcript (CSAT & email transcripts).
- Reassign — hands the conversation to another agent. Online teammates are listed first with a green presence dot.
Real-time toasts
A new escalation raises a toast (and a sound/browser notification when the tab is hidden). SLA breaches and incoming customer replies surface the same way so nothing is missed.