Unified Inbox
The unified inbox is where every conversation in your workspace lands. It doesn’t matter whether the customer started by email, dropped into a chat widget, called your support line, or DMed your social account — it shows up here, in one queue, scoped by your team and your assignments.
What you see
| Column | What it shows |
|---|---|
| Customer | Name, channel, contact ID, last interaction. |
| Subject / preview | First line of the conversation or the email subject. |
| Assigned to | The agent or AI handling it. |
| SLA | Time remaining before the configured SLA breaches. |
| Status | Open, Pending, On hold, Resolved. |
| Tags | Any tags applied automatically by rules or manually. |
Filtering
The default filters most teams use:
- My open — assigned to me, status open.
- Team queue — unassigned, in my team’s scope.
- Breaching SLA — anything within 30 minutes of breach.
- VIP — flagged customer segment.
- By channel — voice-only, email-only, etc.
Replying
| Action | What it does |
|---|---|
| Reply | Sends back via the original channel. |
| Internal note | Adds a note visible to teammates only — never to the customer. |
| Canned response | Inserts a template; placeholders auto-fill from contact data. |
| AI suggest | Asks the agent assist to draft a reply you can edit and send. |
| Transfer | Hands off to another agent, team, or AI agent. |
| Resolve | Closes the conversation; SLA timer stops. |
AI assist is on by default for chat and email. It reads the conversation, retrieves relevant knowledge, and drafts a reply. You can accept, edit, or ignore it.
Voice in the inbox
Inbound and outbound voice calls land in the inbox too — with audio, transcript, and trace inline. Click the play icon on any voice conversation to hear the recording with the transcript scrolling alongside.
Internal notes vs replies
Internal notes are how teams collaborate without confusing the customer:
- “FYI — this customer escalated last week, see ticket #4421.”
- “Manager approved the refund — going ahead.”
- “Tech is investigating; will update by EOD.”
Customers never see internal notes. They’re indexed, searchable, and persist on the conversation.
Bulk actions
Select multiple conversations to:
- Assign in bulk.
- Tag in bulk.
- Resolve / reopen in bulk.
- Apply a canned response (with placeholders).
- Export the selected set.
Keyboard shortcuts
| Shortcut | Action |
|---|---|
J / K | Next / previous conversation |
R | Reply |
N | Internal note |
A | Assign |
T | Add tag |
E | Resolve |
⌘ K | Open command palette |
Don’t resolve a conversation unless the customer’s done. A resolved conversation stops the SLA clock and won’t show up in your queue — if the customer replies after, it reopens, but you’ll have lost the visibility window.
Open in Omniflow
Related
| If you want to… | Go to |
|---|---|
| Track work as a ticket | Tickets |
| Look up the customer | Contacts & Companies |
| Build a canned response | Canned Responses & Templates |
| Route automatically | Routing Rules |