How is the conversation inbox organized?

By state, in the left-hand sidebar of the dashboard. Instead of one endless list, conversations sort into sections, each with a count, plus unread counts where relevant, so you can see at a glance where new customer activity is waiting.

Open holds active conversations, including unassigned threads that still need routing or a human decision; most live support happens there. Monitoring holds threads the AI is following up on automatically; the customer may not need a human right now, but you can watch progress and step in if something goes off track. Pinned keeps conversations and customers you've flagged (VIPs, sensitive escalations, long-running issues) at the top. Closed is resolved or intentionally ended work, useful for quality checks, follow-ups, or reopening when a customer returns. Spam stays out of the main queue so agents see real shoppers.

Sections collapse and expand in the sidebar, so each person can hide the noise that doesn't matter for their role. Chat and email feed the same inbox, and the section model applies regardless of channel.

A rhythm that works

1. Start with Pinned and any section showing unread counts.
2. Check Open for new or unassigned conversations that need an owner or a policy decision.
3. Scan Monitoring to confirm automated follow-ups look reasonable; intervene only when the AI needs help or the customer asks for a person.
4. Use Closed for spot checks on quality, tone, and accuracy, not as an active queue.
5. Review Spam occasionally so false positives can be recovered.

Why it's split this way

The layout mirrors how support teams triage. Monitoring keeps automation-handled volume out of the "needs a human now" list, Open stays actionable, and Pinned gives managers and senior agents a personal priority lane on top of the global queue.

Counts carry signal too. Unread badges help you prioritize within Open and Monitoring, several staff can view the same conversation while sharing one picture of fresh activity, and a section change reflects workflow state, not just message timestamps. In standups: a growing Open unread total may mean staffing, while a healthy Monitoring total with low escalations usually means automation is carrying routine follow-ups well.

If you're onboarding new agents, teach the section meanings first. That habit cuts missed escalations more than any custom tagging scheme.