Theme
Inbox & Work Item Management
The Inbox is the central hub for managing all your work items. It presents a mailbox-style table view of every interaction assigned to you -- both active conversations and those in wrap-up. From here you can filter, sort, triage, and select work items to handle.
Mailbox Header
The top of the Inbox displays a header bar with three elements:
- Inbox icon and title -- The word "Inbox" with a blue inbox icon
- Total count -- Shows the total number of interactions (e.g., "12 interactions")
- Filter tabs and Create Task button -- On the right side (see Filters below)
Filter Tabs
A pill-style tab bar lets you quickly filter the work item list. The active filter is highlighted with a white background and shadow.
| Filter | What It Shows |
|---|---|
| All | Every work item -- active, wrap-up, chats, and tasks combined |
| Chats | Only chat and call interactions (item types chat and call) |
| Tasks | Only task-type items: tasks, callbacks, reviews, approvals, and emails |
| Active | Only items with active status |
| Wrap-up | Only items with wrap_up status |
TIP
Use the Chats and Tasks filters to quickly separate real-time conversations from asynchronous work items. This is especially useful if you are juggling both types simultaneously.
Create Task Button
To the right of the filter tabs, a blue + button opens the Create Task modal. This lets you manually create work items such as tasks, callbacks, reviews, approvals, and emails. See Work Items for details on creating tasks.
Table Layout
Below the header, the mailbox displays items in a table format.
Table Columns
| Column | Width | Content |
|---|---|---|
| Avatar | 46px | Color-coded avatar circle with the customer's initials and an online/offline status dot |
| Status | 64px | Status badge: Active (green), Wrap-up (blue), Hold (amber), or Waiting (gray) |
| Customer | Flexible | Customer name (truncated if long) |
| Subject / Last Message | Flexible (widest) | Subject line or topic, message preview in lighter text, and due date if applicable. Task-type items show a purple type badge (e.g., "TASK", "CALLBACK") |
| Channel | 100px | Channel chip with icon and label (see Channel Colors below) |
| Priority | 64px | Priority badge (see Priority Colors below) |
| Risk | 24px | Risk indicator dot (see Risk Colors below) -- only shown when risk is above LOW |
| Time | 60px | Relative time since last activity (e.g., "2m", "1h") and an unread count badge in red if there are unread messages |
Inbox view showing mailbox header with interaction count, filter pill tabs for All, Chats, Tasks, Active, and Wrap-up, and a work item table with avatar, status, customer, subject, channel, priority, risk, and time columns
Row Behavior
- Clicking a row selects the work item, opens the conversation in the center panel, and shows the right panel
- Rows with unread messages have a subtle highlight background
- The customer profile is automatically fetched when you select an item
Channel Colors
Each channel has a distinct color scheme for its chip in the table:
| Channel | Icon | Color | Background |
|---|---|---|---|
| Web Chat | language | Sky blue (#0EA5E9) | Light blue (#F0F9FF) |
| Voice | call | Amber (#F59E0B) | Light yellow (#FFFBEB) |
| SMS | sms | Green (#10B981) | Light green (#ECFDF5) |
| forum | WhatsApp green (#25D366) | Light green (#ECFDF5) | |
| Indigo (#6366F1) | Light indigo (#EEF2FF) | ||
| Messenger | question_answer | Blue (#0084FF) | Light blue (#EFF6FF) |
| photo_camera | Pink (#E4405F) | Light pink (#FFF1F2) |
Priority Colors
Priority is derived from a numeric value (1-5) and displayed as a color-coded badge:
| Numeric Value | Label | Badge Color |
|---|---|---|
| 1 | Critical | Red background (#fef2f2), red text (#dc2626) |
| 2 | High | Red background (#fef2f2), red text (#ef4444) |
| 3 | Medium | Amber background (#fffbeb), amber text (#d97706) |
| 4 | Normal | Default |
| 5 | Low | Gray background (slate-50), gray text (slate-500) |
Risk Indicator
Each work item can have an associated risk level from the conversation risk scoring engine. When the risk level is above LOW, a colored dot appears in the Risk column.
| Risk Level | Dot Color | Animation |
|---|---|---|
| Critical | Red (#dc2626) | Pulsing animation (fades in and out) |
| High | Orange (#ea580c) | Static |
| Medium | Amber (#d97706) | Static |
| Low | Not shown | -- |
Close-up of inbox risk indicator dots showing pulsing red for critical, static orange for high, and static amber for medium risk, alongside priority badges with color coding from red critical to gray low
WARNING
A pulsing red risk dot indicates a critical-risk conversation. These may involve potential fraud, compliance violations, or other urgent situations. Prioritize reviewing these interactions and check the AI Assist tab for compliance flags.
Outbound Section
If you have outbound work items assigned (callbacks or progressive dial items), they appear in a separate Outbound section above the main table. This section has a purple header with a call icon and the count of outbound items.
Each outbound item shows the same columns as inbound items, plus two action buttons:
- Dial -- Initiate the outbound call
- Skip -- Skip this item and move to the next
Empty State
When no items match the current filter, the Inbox displays a centered empty state with a large inbox icon and the message "No interactions" (or "No interactions in this filter" if a filter other than All is active).
Next Steps
- Work Items -- Learn about work item types and how to create tasks
- Wrap-Up & Disposition -- Understand the disposition workflow after ending a conversation