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Manage omnichannel threads, staff assignments, status filters, and canned templates.
The Unified Inbox at /inbox consolidates conversations across Website Chat, Voice call transcripts, WhatsApp, SMS, Email, Instagram, and Facebook into a single interface.
Features: - Live message feed with instant channel badges. - Customer CRM summary panel on the right sidebar. - One-click AI Autonomy toggle (*Active* vs *Paused*). - Staff reply box with canned template insertion.
Threads (inbox_threads) can be managed with three statuses:
- open: Active conversations requiring attention or currently in progress.
- closed: Resolved customer conversations.
- snoozed: Deferred conversations that re-open when the customer sends a new message.
Filter threads by channel, unread status, or assigned team member.
Using assignThreadAction, managers can assign specific conversation threads to individual staff members:
- Assigned staff receive notifications when their assigned thread receives new messages.
- Filters allow staff to view *"My Assigned Threads"* exclusively.
Under Templates (/templates), create re-usable canned responses stored in message_templates:
- Create templates with dynamic merge tags (e.g., {{customerName}}, {{businessName}}).
- Insert templates into the staff reply box to answer common questions in seconds.