Understand the Inbox
Inbox brings supported customer and workforce conversations into one operational list. Select a conversation to work with its timeline and related context side by side.
Read the list
Section titled “Read the list”Each row can show:
- the contact or participant name;
- the conversation subject or a recent preview;
- channel, assistant, workflow, sentiment, goal, lead, and tag badges;
- assignee and collaborator initials;
- the latest activity time;
- warning indicators for a failed reply or active human takeover.
A colored bar at the left means the conversation contains activity that is unread for your account. Your read state does not affect another member’s read state.
Use the conversation workspace
Section titled “Use the conversation workspace”The main area shows the timeline. The side panel contains the contact, workflow, people, tags, notes, tasks, session details, and history that are available to you.
On a narrow screen, open the side panel from the details button in the conversation header.
When you open a conversation, Doublewire starts at the first unread timeline item you can see. If there is no unread activity, it opens at the latest item.
Return to the same list
Section titled “Return to the same list”When you open a conversation from a filtered Inbox list, Back to inbox returns you to the same view and position when possible.