Inbox

The Inbox is your unified queue across every channel — chat, voice, WhatsApp, SMS, email if enabled. Work items arrive here based on your queue assignments, presence status, and skill routing.

Sections

• Work Items — accepting, working, transferring
• Wrap-up — closing a conversation with outcome + notes

Interface

Left column — work-item list:

• Icon + channel indicator (chat / phone / video)
• Customer identifier (name if available, else phone/email/ID)
• Wait time (green < 30s, yellow 30–120s, red 120s+)
• Priority indicator (star for high-priority)

Right pane — selected item detail. Empty until you pick an item.

How work items arrive

Routing is configured by supervisors + queue admins:

• Skills-based — you get items matching skills assigned to you
• Priority-based — high-priority items jump the queue
• Round-robin — even distribution among available agents
• Longest-idle — the agent who's been idle longest gets the next item

You may see items from multiple queues if you're assigned to multiple. Filter by queue with the queue picker at the top of the Inbox.

States

Work items move through these states:

State	Meaning
Available	Waiting for an agent — visible to eligible agents in their Inbox
Accepted	You clicked Accept; you own the conversation
In progress	Actively working
On hold	Placed on hold; timer runs — supervisor sees it
Wrap-up	Conversation ended; you're completing the wrap-up form
Complete	Wrap-up submitted; the item is closed

Accepting

Click a work item to accept. Some setups require an explicit Accept click; others auto-accept the top item. Configurable per tenant + queue.

Once accepted, the conversation opens in the main pane + your status becomes Busy (unless you have concurrent-conversation permission).

Concurrent conversations

Some agents are configured for multiple concurrent chats (typical: 2–4 chats simultaneously; 1 voice call at a time). Your allowed concurrency is set by supervisors.

Manage active conversations from the left column — click a different one to switch.

Missed items

If an item is offered but not accepted within the configured window (default 30s), it re-routes to the next eligible agent. Repeated misses lower your queue priority temporarily + trigger a supervisor alert.

Transferring

Transfer a conversation mid-work to another agent or queue:

• Transfer to queue — routes to the target queue
• Transfer to specific agent — routes to that agent if they're available

See Chat Transfers.

Search

Search the Inbox by customer identifier, conversation ID, or content keyword. Useful when handling a returning customer or looking up a specific conversation.

Practice

• Watch wait times — the red 120s+ items should be your priority.
• Wrap up promptly — leaving items in wrap-up state ties up your slot.
• Use search — before accepting, search for the customer to see recent history.

See also

• Work Items — accepting + working detail
• Wrap-up — completion detail
• Chat — chat-specific workflows