Inbox
The Inbox is a two-pane view: a filterable ticket list on the left, the open conversation on the right. Every message — from any channel — appears in the same conversation thread, in the order it happened.
Tickets
Section titled “Tickets”A ticket is one open topic with one contact on one channel. A new inbound message either continues an existing open ticket (status pending, on_hold, or reopened) or starts a new one — a resolved ticket doesn’t silently reopen just because the customer messages again later.
Status is one of: pending, on_hold, resolved, reopened. The default inbox view shows only open tickets (pending/on_hold/reopened) — resolved tickets are opt-in via the status filter, not something you have to filter out of your daily view.
Priority is low/medium/high/urgent, set manually per ticket (new tickets default to medium).
Replying
Section titled “Replying”The composer at the bottom of a conversation has two modes:
- Reply — sent to the customer on their real channel (LINE push/reply, WhatsApp, email, etc.).
- Note — internal only, never delivered to the customer. Visible to your team, styled distinctly (amber) in the thread.
Both support Markdown — **bold**, [links](url), lists — and multi-line messages keep their real line breaks. Press Enter to send, Shift+Enter for a new line.
If a channel has a configured AI agent, a ✨ button drafts a reply from the conversation so far (and your knowledge base, if one’s connected) — it fills the composer, doesn’t send automatically. See AI Agent & Knowledge Base.
Assignment
Section titled “Assignment”A ticket can be assigned to one person, one team, or nobody. Assigning to a person clears any team assignment and vice versa. Assigning to a team with smart assignment enabled automatically picks the least-loaded eligible member rather than leaving it sitting at the team level with no one actually on it.
Filtering and search
Section titled “Filtering and search”Two independent filters sit in the inbox header:
- Status — which statuses to show (multi-select).
- Assignment — Everyone, Assigned to me, or Unassigned (tickets with no individual owner — the “needs to be picked up” queue).
Search looks up contacts by name, email, phone, or their most recent message, across your entire ticket history — it deliberately ignores both filters above while active, since finding a specific past conversation matters more than staying inside whatever view happens to be open (the same convention most inbox-style search follows).
Pinning and deleting
Section titled “Pinning and deleting”Pin a ticket (the star icon on hover) to keep it at the top of your default view — useful for something you need to come back to. Delete (trash icon) permanently removes a ticket and its full history; only admins/supervisors can do this, and it asks for confirmation first.
Tags and SLA
Section titled “Tags and SLA”Apply tags from the conversation view for your own categorization/reporting (see Settings for managing the tag list). If an SLA policy applies to the ticket’s channel/priority, a badge shows the real time remaining until first response is due, or a breach warning if it’s already passed.
Contacts
Section titled “Contacts”Every ticket belongs to a contact — the person on the other end, identified per channel (a LINE user ID, a phone number, an email address). See Contacts for the shared contact list and history across all their tickets.