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The agent Inbox

The screen where you spend the day: queues, filters, assignment and the right order to work through it.

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The Inbox is where you spend the day. Three columns: the queue on the left, the conversation in the middle, who you are talking to on the right.

Agent Inbox
The three columns of the Inbox.
Conversation list
Photo, name, last message and time. Bold = unread.
Inbox search
Search finds by name and by number.

The conversation

Open conversation
The whole history, including what another colleague replied.
Contact panel
Name, phone, labels and the team's notes.
Read the notes before replyingThe internal note is where a colleague wrote down customer has complained about the delivery time twice. Replying without reading it is the fastest way to make the customer explain themselves all over again.

Taking it on

Two people in the same conversationIt is the most common team mistake and the most visible one to the customer — two different answers to the same question. Taking the conversation costs one click and settles it.

The order that works

Final screen
The queue in order.
  1. Your unanswered conversations — those are already your responsibility.
  2. Unread with no owner — take on whatever falls to you.
  3. Waiting on the customer — just check whether any of them stalled.
  4. End the day with your queue at zero.