Inbox

All Conversations (24)
├── Active (15) - Ongoing conversations
├── Pending (6) - Awaiting action
└── Resolved Today (3) - Recently completed
```text

### My Conversations

Conversations assigned to you:

```text
My Conversations (8)
├── Needs My Attention (3)
├── Waiting for Customer (4)
└── Ready to Close (1)
```text

### Team Inbox

Shared team conversations:

```text
Team Inbox (16)
├── Unassigned (5)
├── In Progress (8)
└── Needs Review (3)
```text

### By Channel

Filter by communication channel:

**WhatsApp Inbox**
- All WhatsApp conversations
- Rich media messages
- Template messages
- Button interactions

**Telephony Inbox**
- Call transcripts
- Call recordings
- Voicemail messages
- Call disposition

**Web Inbox**
- Website chat conversations
- Visitor information
- Page context
- Session history

**[Screenshot placeholder: Channel-specific views]**

---

## Filters & Search

### Quick Filters

Apply common filters with one click:

**By Status:**
- 🟢 Active - Ongoing conversations
- 🟡 Pending - Needs attention
- ✅ Resolved - Completed
- 📦 Archived - Historical

**By Assignment:**
- Assigned to me
- Assigned to others
- Unassigned
- All

**By Time:**
- Last hour
- Today
- This week
- This month
- Custom range

**By Channel:**
- WhatsApp only
- Telephony only
- Web only
- All channels

**[Screenshot placeholder: Filter sidebar]**

### Advanced Filters

Combine multiple criteria:

```text
Status: Active
Channel: WhatsApp
Assigned: Unassigned
Created: Last 24 hours
Priority: Urgent
```text

### Search

Search across all conversations:

**Search by:**
- Customer name
- Phone number
- Email address
- Message content
- Conversation ID

**Search Examples:**
```text
"refund request" - Find all refund mentions
phone:+1234567890 - Specific customer
assigned:sarah@company.com - Sarah's conversations
```text

**[Screenshot placeholder: Search interface]**

---

## Taking Action

### Taking Over from AI

When AI needs help:

1. **Identify Conversation**
   - Low AI confidence indicator
   - Customer requests human
   - Complex issue detected

2. **Review Context**
   - Read conversation history
   - Check customer profile
   - Review conversation summary

3. **Take Over**
   - Click "Take Over" button
   - AI notifies customer of handoff
   - You gain control

**Handoff Message:**
```text
AI: Let me connect you with [Your Name] from our team
who can better assist you. One moment...

[You take over]

You: Hi! I'm [Name], I'm here to help. I can see you
were asking about [topic]. Let me assist you with that.
```text

4. **Continue Conversation**
   - Respond to customer
   - Resolve issue
   - Mark as resolved

**[Screenshot placeholder: Take over process]**

### Assigning Conversations

Delegate to team members:

**Assign to Individual:**
1. Select conversation
2. Click "Assign"
3. Choose team member
4. Notify assignee

**Assign to Team:**
1. Select conversation
2. Choose team (Sales, Support, etc.)
3. Auto-routes to available member
4. Team sees in their inbox

**Bulk Assignment:**
1. Select multiple conversations
2. Click bulk actions
3. Choose "Assign"
4. Select assignee
5. Apply

**[Screenshot placeholder: Assignment interface]**

---

## Priority Management

### Priority Levels

Set conversation importance:

**🔴 Urgent**
- Requires immediate attention
- Escalated issues
- VIP customers
- Service outages

**🟡 High**
- Important but not critical
- Time-sensitive requests
- Valuable customers

**🟢 Normal**
- Standard inquiries
- Regular support

**⚪ Low**
- General information
- Non-urgent feedback

### Auto-Prioritization

AI automatically sets priority based on:

- Detected urgency keywords
- Customer sentiment
- Customer segment (VIP, etc.)
- Issue type
- Response time requirements

**Override:**
Manually change priority anytime:
1. Click priority indicator
2. Select new level
3. Add reason (optional)
4. Saves immediately

**[Screenshot placeholder: Priority management]**

---

## Real-Time Updates

### Live Conversation Updates

See changes as they happen:

**Visual Indicators:**
- 🟢 Green dot - Agent actively typing
- 💬 Blue badge - New message
- 👁️ Eye icon - Someone viewing
- ⏰ Clock icon - Waiting for response

**Auto-Refresh:**
- New messages appear instantly
- Status updates in real-time
- No page refresh needed
- Background sync

### Notifications

Get notified of important events:

**In-App Notifications:**
- Browser notifications (if enabled)
- Sound alerts (configurable)
- Visual indicators
- Notification center

**Notification Types:**
- New conversation
- Assigned to you
- Customer replied
- Urgent conversation
- SLA warning

**Configure:**
```text
Settings > Notifications > Inbox

Choose notification preferences:
☑ New conversations - Sound + Visual
☑ Assigned to me - All alerts
☑ Customer reply - Visual only
☐ Status changes - None
```text

**[Screenshot placeholder: Notifications panel]**

---

## Quick Actions

### Keyboard Shortcuts

Navigate faster with shortcuts:

```text
General:
Ctrl/Cmd + K - Search
Ctrl/Cmd + / - Show shortcuts
Esc - Close current view

Navigation:
↑ / ↓ - Navigate conversations
Enter - Open conversation
Ctrl/Cmd + [ - Previous conversation
Ctrl/Cmd + ] - Next conversation

Actions:
R - Reply to conversation
A - Assign conversation
D - Download conversation
Ctrl/Cmd + Enter - Send message

Status:
Ctrl/Cmd + 1 - Mark active
Ctrl/Cmd + 2 - Mark pending
Ctrl/Cmd + 3 - Mark resolved
Ctrl/Cmd + 4 - Archive
```text

### Action Buttons

Quick action toolbar:

- **Reply** - Send message to customer
- **Assign** - Assign to team member
- **Status** - Change status
- **Download** - Export conversation history
- **More** - Additional actions

**[Screenshot placeholder: Quick actions toolbar]**

---

## Response Templates

### Saved Replies

Speed up responses with templates:

**Create Template:**
1. Go to Settings > Templates
2. Click "New Template"
3. Name template
4. Write message
5. Add variables (optional)
6. Save

**Example Templates:**
```text
Template: greeting
Hi {{customer_name}}! Thanks for reaching out to
{{company_name}}. How can I help you today?

Template: appointment_confirmation
Your appointment is confirmed for {{date}} at {{time}}.
We'll send you a reminder 24 hours before.

Template: closing
Thanks for contacting us! Is there anything else
I can help you with today?
```text

**Use Template:**
1. Type `/` in message box
2. Search for template
3. Select and insert
4. Edit variables
5. Send

**Variables:**
- `{{customer_name}}` - Customer's name
- `{{agent_name}}` - Your name
- `{{company_name}}` - Business name
- `{{date}}`, `{{time}}` - Date/time values
- Custom variables

**[Screenshot placeholder: Template selector]**

---

## Conversation Status Management

### Status Workflow

Move conversations through stages:

**Active → Pending → Resolved → Archived**

**Active**
- Customer and agent actively exchanging messages
- AI handling conversation
- Issue being addressed

**Pending**
- Waiting for customer response
- Waiting for internal input
- In human agent queue

**Resolved**
- Issue successfully resolved
- Customer satisfied
- No further action needed
- Auto-archives after 7 days

**Archived**
- Conversation completed
- Moved to historical records
- Still searchable
- Can be reopened if needed

### Auto-Status Updates

Automatic status changes:

```text
Customer sends message → Active
No response for 1 hour → Pending
Agent marks resolved → Resolved
Resolved for 7 days → Archived
Archived conversation gets reply → Active
```text

**Configure Auto-Rules:**
```text
Settings > Conversations > Auto-Status

Pending timeout: 1 hour
Resolved auto-archive: 7 days
Re-open on new message: Yes
```text

---

## Bulk Actions

### Managing Multiple Conversations

Select and act on many conversations:

**Select Conversations:**
- Checkbox next to each conversation
- "Select All" for current view
- Select by filter criteria

**Available Bulk Actions:**
- Assign to agent/team
- Change status
- Change priority
- Archive
- Export
- Delete

**Example:**
```text
Selected: 15 conversations
Filter: status:resolved

Bulk Action: Archive
Result: 15 conversations archived
```text

**[Screenshot placeholder: Bulk actions interface]**

---

## Performance Monitoring

### Inbox Metrics

Track key performance indicators:

**Response Metrics:**
- Average first response time
- Average resolution time
- Messages per conversation
- Active conversation time

**Volume Metrics:**
- New conversations today
- Resolved conversations today
- Current active conversations
- Backlog size

**Team Metrics:**
- Agent response times
- Conversations per agent
- Resolution rate by agent
- Customer satisfaction by agent

**View in Dashboard:**
[Detailed Analytics →](/reporting)

**[Screenshot placeholder: Inbox metrics dashboard]**

---

## Mobile Experience

### Inbox on Mobile

Access inbox from any device:

**Mobile Features:**
- Responsive design
- Touch-optimized interface
- Push notifications
- Offline message queuing
- Voice input

**Mobile Actions:**
- View conversations
- Send messages
- Add notes
- Assign conversations
- Change status
- View customer profiles

**[Screenshot placeholder: Mobile inbox]**

---

## Best Practices

### Inbox Management

**Do:**
- Check inbox regularly throughout the day
- Respond to urgent conversations first
- Close resolved conversations promptly
- Use templates for common responses
- Download conversation history when needed
- Monitor AI performance

**Don't:**
- Let conversations sit unanswered
- Forget to change status
- Miss customer replies
- Work on assigned conversations without coordinating
- Ignore pending conversations

### Team Coordination

**Do:**
- Assign conversations appropriately
- Collaborate with team members effectively
- Update status when handing off
- Share successful approaches

**Don't:**
- Duplicate effort on same conversation
- Reassign without context
- Forget to notify assignee

---

## Integration with Features

### CRM Sync

Inbox conversations sync with CRM:

- Automatic contact creation
- Activity logging
- Deal updates
- Task creation

[Learn more →](/integrations)

### Knowledge Base

Inbox informs knowledge base:

- Identify common questions
- Create new FAQ entries
- Improve AI responses

[Learn more →](/knowledge-base)

### Analytics

Inbox data powers analytics:

- Conversation trends
- Channel performance
- Team productivity
- Customer insights

[Learn more →](/reporting)

---

## Troubleshooting

### Conversations Not Appearing

**Check:**
- Filters applied
- Status filter
- Channel filter
- Assignment filter
- Date range

**Solution:**
- Clear all filters
- Select "All Conversations"
- Refresh page

### Messages Not Sending

**Check:**
- Internet connection
- Channel connection status
- Message length limits
- File size limits (if attaching)

**Solution:**
- Retry sending
- Check channel settings
- Contact support if persists

### Notifications Not Working

**Check:**
- Browser permissions
- Notification settings
- Do Not Disturb mode
- Sound settings

**Solution:**
- Enable browser notifications
- Check notification preferences
- Test notification

---

## Next Steps

- [Learn Conversation Management →](/conversations/conversations)
- [Explore Customer Profiles →](/conversations/customers)
- [View Analytics →](/reporting)
- [Configure Integrations →](/integrations)

---

## Need Help?

- Chat with our AI Agent in the dashboard
- Email us at hello@livetok.ai
- Check our [Support page](/support)