Inbox Operations6 min readUpdated July 10, 2026
Unified inbox
Manage chat, email, WhatsApp, voice-linked conversations, AI handoff, and human support in one realtime workspace.
The Unified Inbox is the primary command center for support agents. It streams chat messages, incoming emails, WhatsApp alerts, and call logs into a single interface with instant updates, minimizing context switching.
Workspace layout
- Left Panel (Saved Views): Quick filters to access unassigned, personal open, SLA breached, or channel-specific queues.
- Center Panel (Conversation Thread): Interactive conversation log. Shows customer queries, bot responses, agent replies, and action tags.
- Right Panel (Customer Intelligence): Customer details, timeline events, tags, custom attributes, and the AI Trust Panel.
Realtime intelligence elements
Two key sidebar utilities help agents handle conversations:
- AI Trust Panel: Shows the grounding sources, retrieved chunks, and confidence score that the bot used to draft its answers.
- Agent Copilot Sidebar: Available on Pro and Scale plans. Human agents can click to summarize threads, rewrite replies, translate, or lookup similar past issues.