How is the conversation inbox organized?

The conversation inbox is the left-hand workflow map in the merchant dashboard. Conversations are sorted into sections so your team can scan by state instead of scrolling one endless list.

Each section shows a count (and unread counts where relevant), so you can see at a glance where new customer activity is waiting.

Inbox sections and what they mean

Simple Chat groups conversations into these primary sections:

• Pinned — Priority conversations or customers you have pinned for quick access. Use this for VIPs, sensitive escalations, or long-running issues you do not want to lose in the queue.
• Monitoring — Conversations the AI is following up on automatically. The customer may not need a human right now, but your team can still watch progress and step in if something goes off track.
• Open — Active conversations, including unassigned threads that still need routing or a human decision. This is where most live support work happens during the day.
• Closed — Resolved or intentionally ended conversations. Review here for quality checks, follow-ups, or reopening if the customer returns.
• Spam — Conversations marked as spam so they stay out of your main queue. This keeps agents focused on real shoppers and legitimate tickets.

Sections can be collapsed or expanded in the sidebar so individuals can hide noise and focus on the states that matter for their role.

How to work the inbox day to day

A simple rhythm many teams use:

1. Start with Pinned and any sections showing unread counts—those are the fastest signals for urgent work.
2. Check Open for new or unassigned conversations that need a human 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 (AI resolution quality, tone, accuracy) rather than as the primary active queue.
5. Keep Spam reviewed occasionally so false positives can be recovered without polluting active sections.

Because chat and email feed the same inbox, the section model applies regardless of which channel the customer used.

Why the layout is structured this way

Separating monitoring, open work, closed history, and spam reflects how support teams actually triage:

• Automation handles volume in Monitoring without mixing those threads into “needs a human now” lists.
• Open stays actionable—staff are not digging through finished tickets to find live problems.
• Pinned gives managers and senior agents a personal priority lane on top of the global queue.

If you are onboarding new agents, have them learn the section meanings first; that single habit usually cuts down missed escalations more than any custom tagging scheme.

Unread counts and team coordination

Sections surface unread counts where it matters so agents know where new messages arrived without opening every thread:

• Unread badges help you prioritize within Open and Monitoring, not only at the pinned layer.
• Multiple staff can view the same conversation; the inbox still gives each agent a shared picture of which queues have fresh activity.
• When a conversation moves—from Open to Monitoring, or into Closed—the section change reflects workflow state, not just message timestamps.

Managers can use section counts in standups: a growing Open unread total may mean you need more staffing, while a healthy Monitoring total with low escalations often means automation is carrying routine follow-ups well.