Operator inbox

The inbox is a three-pane view:

• Left rail — workspace navigation: Inbox, Contacts, Knowledge, Analytics, Settings.
• Middle column — conversation list, most recent activity first. Filter by status, assignee, or tag.
• Right pane — the active conversation: message thread, contact sidebar with attributes and tags, composer with AI tools.

Changing status is recorded in the audit log together with the actor and timestamp.

A conversation can be assigned to a single operator at a time. Assigning sends them a browser push notification (if enabled). Reassignments take effect live for everyone viewing the conversation and are audit-logged.

Auto-assignment is configured under Settings → General → Auto-assignment:

• Manual — nobody is assigned until an operator picks the conversation up. The default.
• Round robin — new conversations rotate through the team in order.
• Least busy — new conversations go to the operator with the fewest open threads.

The contact sidebar of every conversation has a Notes section. Notes are visible to other operators on the workspace but never to the visitor.

Two AI tools live in the composer (Pro plan, AI agent enabled):

• Summarize — generates a concise overview of the thread: request, key facts, unresolved questions. Cached on the conversation; regenerate to force a fresh call. Counts against your monthly AI token allowance.
• AI draft reply — drafts an answer from the conversation and your knowledge base, with the sources it leaned on listed next to the draft. Nothing is sent until you review and press send.

If the AI agent is set to suggest replies while you're online, drafts also appear automatically above the composer when a visitor message arrives — see AI agent.

Single-key shortcuts work while a conversation is in focus and pause automatically while you're typing a reply, so they never interfere with the composer. Press ? in the inbox for the full list.

• J / K — next / previous conversation.
• / — jump to the conversation search (in the composer, / opens quick replies instead).
• 1 / 2 / 3 — filter All / Mine / Unassigned.
• R — reply (focus the composer).
• E — resolve, or reopen if already resolved.
• A — assignee menu; M — assign to me.
• D — AI draft reply; S — summarize the conversation.
• N — add an internal note (opens the contact panel).
• # — delete (asks you to confirm first).
• Enter sends; Shift+Enter adds a new line; ⌘/Ctrl+Enter also sends.
• Esc — close a popup or unfocus the composer (so single-key shortcuts resume).

Deleting a conversation moves it to the trash, where it stays recoverable for 30 days. Open the trash via the bin icon at the top of the conversation list to restore; after 30 days the conversation is permanently removed. Deletions and restores are audit-logged.

Every visitor who sends a message gets a contact record under Contacts: their name and email (if shared), tags, an activity log, and every conversation they have ever had.

To honour a GDPR erasure request: open the contact, click Erase, confirm. The action cascades through messages, attachments, AI summaries, and notes. The audit log retains an anonymised record of the action (who, when, by whose request) — not the data itself.

Key state-changing actions — settings changes, role changes, conversation deletion and restore, contact erasure, data export, and admin actions — are recorded with timestamp, actor, target, and a structured payload describing the change. Visible to operators with the appropriate role under Settings → Audit log. Retained 6 months on the live system.