Omnichannel Inbox
Tickets, queues and slas, in one system.
Unified inbox for email, SMS, social, WhatsApp, and web messages
Explore the specification
YouStatusnot Resolved or Closed or Quarantined
| Conversation Number | Customer | Primary Channel | Subject | Priority |
|---|---|---|---|---|
| CNV-22266 | CUS-129 | CHN-2008 | New cnv-517 | Low |
| CNV-65927 | CUS-020 | CHN-7231 | Open cnv-706 | Medium |
| CNV-79525 | CUS-147 | CHN-9785 | Pending cnv-507 | High |
| CNV-43563 | CUS-093 | CHN-4638 | Snoozed cnv-528 | Urgent |
| CNV-19576 | CUS-236 | CHN-2853 | New cnv-361 | Low |
| CNV-81835 | CUS-085 | CHN-1342 | Open cnv-890 | Medium |
StatusPendingAtRiskdue in 30 min
no assigned agentNew
| Conversation Number | Customer | Primary Channel | Channel Account | Priority |
|---|---|---|---|---|
| CNV-18723 | CUS-110 | CHN-1287 | CA-110 | Low |
| CNV-86618 | CUS-168 | CHN-9785 | CA-130 | Medium |
| CNV-19329 | CUS-219 | CHN-8293 | CA-140 | High |
| CNV-40525 | CUS-054 | CHN-1085 | CA-120 | Urgent |
| CNV-64241 | CUS-172 | CHN-7720 | CA-110 | Low |
| CNV-83429 | CUS-100 | CHN-4742 | CA-110 | Medium |
Statusnot Resolved or ClosedPriority High Urgent or Sentiment Negative VeryNegative
| Conversation Number | Customer | Primary Channel | Priority | Sentiment |
|---|---|---|---|---|
| CNV-39801 | CUS-119 | CHN-2874 | High | Negative |
| CNV-83406 | CUS-025 | CHN-9827 | Urgent | VeryNegative |
| CNV-62977 | CUS-230 | CHN-8206 | High | Negative |
| CNV-17575 | CUS-159 | CHN-4039 | Urgent | VeryNegative |
| CNV-78056 | CUS-167 | CHN-6641 | High | Negative |
| CNV-18285 | CUS-024 | CHN-6916 | Urgent | VeryNegative |
Quarantined
| Conversation Number | Customer | Primary Channel | Channel Account | Opened At |
|---|---|---|---|---|
| CNV-80152 | CUS-117 | CHN-5562 | CA-110 | 10 Sep |
| CNV-92486 | CUS-024 | CHN-8118 | CA-120 | 09 Sep |
| CNV-58544 | CUS-200 | CHN-3632 | CA-110 | 06 Sep |
| CNV-74180 | CUS-200 | CHN-5745 | CA-120 | 23 Sep |
| CNV-75037 | CUS-083 | CHN-1515 | CA-110 | 27 Sep |
| CNV-54987 | CUS-095 | CHN-8418 | CA-110 | 21 Sep |
Resolvedlast 7 days
| Conversation Number | Customer | Primary Channel | Assigned Agent | Resolved At |
|---|---|---|---|---|
| CNV-77905 | CUS-032 | CHN-1178 | DV | 13 Sep |
| CNV-89651 | CUS-181 | CHN-6731 | FT | 14 Sep |
| CNV-59682 | CUS-165 | CHN-2916 | MZ | 17 Sep |
| CNV-52140 | CUS-124 | CHN-9588 | ZA | 17 Sep |
| CNV-32816 | CUS-116 | CHN-2624 | UT | 11 Sep |
| CNV-46745 | CUS-022 | CHN-3890 | ZA | 13 Sep |
Snoozednext 1 days
| Conversation Number | Customer | Primary Channel | Assigned Agent | Snooze Until |
|---|---|---|---|---|
| CNV-52034 | CUS-141 | CHN-4763 | PR | 18 Sep |
| CNV-32444 | CUS-094 | CHN-7350 | MV | 18 Sep |
| CNV-53162 | CUS-151 | CHN-9156 | DU | 17 Sep |
| CNV-46134 | CUS-015 | CHN-7918 | EC | 17 Sep |
| CNV-60021 | CUS-181 | CHN-6679 | WV | 17 Sep |
| CNV-41091 | CUS-075 | CHN-2153 | GY | 14 Sep |
New
| Mention Number | Channel | Channel Account | External Author Handle | Body |
|---|---|---|---|---|
| MNT-41104 | CHN-5727 | CA-130 | EAH-140 | BDY-944 |
| MNT-25169 | CHN-7664 | CA-130 | EAH-849 | BDY-967 |
| MNT-93478 | CHN-5939 | CA-110 | EAH-404 | BDY-581 |
| MNT-71532 | CHN-7018 | CA-140 | EAH-949 | BDY-979 |
| MNT-89965 | CHN-7002 | CA-110 | EAH-351 | BDY-335 |
| MNT-68716 | CHN-9770 | CA-110 | EAH-441 | BDY-189 |
selected customer
| Conversation Number | Primary Channel | Subject | Status | Assigned Agent |
|---|---|---|---|---|
| CNV-19244 | CHN-8074 | New cnv-306 | New | GU |
| CNV-31131 | CHN-4453 | Open cnv-941 | Open | XN |
| CNV-41025 | CHN-2965 | Pending cnv-589 | Pending | MP |
| CNV-26562 | CHN-9402 | Snoozed cnv-150 | Snoozed | XV |
| CNV-86186 | CHN-5912 | Resolved cnv-956 | Resolved | AR |
| CNV-85342 | CHN-7930 | Closed cnv-958 | Closed | VF |
Statusnot Resolved or Closed or Quarantined
| Assigned Agent | count by Priority | count | avg |
|---|---|---|---|
| CC | 4 | 17 | 23 |
| XN | 35 | 25 | 18 |
| FK | 27 | 36 | 27 |
| VG | 33 | 27 | 7 |
| WP | 31 | 25 | 36 |
| EW | 26 | 11 | 24 |
PromoteToTicket = trueno promoted ticket ref
| Conversation Number | Customer | Primary Channel | Subject | Priority |
|---|---|---|---|---|
| CNV-12624 | CUS-134 | CHN-1025 | New cnv-599 | Low |
| CNV-25977 | CUS-162 | CHN-2271 | Open cnv-277 | Medium |
| CNV-96837 | CUS-039 | CHN-6446 | Pending cnv-345 | High |
| CNV-31405 | CUS-229 | CHN-8336 | Snoozed cnv-600 | Urgent |
| CNV-41799 | CUS-077 | CHN-3906 | Resolved cnv-261 | Low |
| CNV-37857 | CUS-057 | CHN-4704 | Closed cnv-331 | Medium |
Active = true
| Source | Source Identifier | Customer | Reason | Opted Out At |
|---|---|---|---|---|
| SI-446 | CUS-140 | CustomerSTOP | 07 Sep | |
| SMS | SI-155 | CUS-081 | Unsubscribe | 21 Sep |
| SI-252 | CUS-069 | BounceHardFail | 10 Sep | |
| SI-823 | CUS-158 | ManualSuppress | 08 Sep | |
| SMS | SI-576 | CUS-230 | CustomerSTOP | 19 Sep |
| SI-961 | CUS-038 | Unsubscribe | 13 Sep |
Status not Active or LastIngestAt < now - 1 hour
| Channel | Account Handle | Status | Last Ingest At | Display Name |
|---|---|---|---|---|
| CHN-7959 | AH-432 | AuthFailed | 28 Sep | Display 324 |
| CHN-5496 | AH-301 | RateLimited | 16 Sep | Display 633 |
| CHN-9224 | AH-445 | Disabled | 27 Sep | Display 173 |
| CHN-9085 | AH-946 | AuthFailed | 14 Sep | Display 353 |
| CHN-6399 | AH-797 | RateLimited | 29 Sep | Display 518 |
| CHN-7306 | AH-630 | Disabled | 22 Sep | Display 295 |
Illustrative records generated from the specification. Explore the views to inspect the planned operating model.
Built for your team.
Support managers who run queues against SLAs.
- Defined tables
- 27
- Operational views
- 13
- Defined roles
- 7
- Reports
- 7
Defined in the planned system specification.
What’s inside.
Unified inbox for email, SMS, social, WhatsApp, and web messages
Tickets
Intake from email, web and chat
Queues
Routing and assignment
SLAs
First response and resolution clocks
Knowledge
Articles and macros
Portal
Self-service and status
Escalations
Paths, timers and ownership
- 01Intake
- 02Triage
- 03Assign
- 04Resolve
- 05CSAT
Built for your team
Conversation NumberCustomerPrimary ChannelPriority
Urgent
Support Manager
Owns inbox health, SLA attainment, channel mix, and team performance. The named approver on routing-rule changes and SLA-target changes that go to Admin for activation.
Conversation NumberCustomerPrimary ChannelAssigned Agent
Team Lead
Manages own Team. Reassigns Conversations within and into the Team, coaches Agents, and runs team-scope reports. Same operational rights as an Agent on assigned Conversations, plus team-management ones.
Conversation NumberCustomerPrimary ChannelAssigned Agent
Agent
Front-line operational role. Works the assigned queue: reads inbound Messages, sends outbound replies via the channel-send node, applies Tags and MacroTemplates, snoozes / resolves / closes Conversations, and promotes select Conversations to Tickets.
Conversation NumberCustomerPrimary ChannelChannel Account
Spam Reviewer
Quarantine-triage specialist. Reviews Conversations marked Status: Quarantined by the spam workflow, releases false positives back into the routing path, and curates the BlockedSenders list.
Customer
Implicit role — the customer never logs in. They send and receive Messages on whichever channel they prefer; the Inbox ingests, normalizes, and replies via the same channel. Permissions are not enforced via UI but via channel-API identity (verified IdentityLinks). Customer messages always land with Direction: Inbound, FromCustomer set on identity-resolution, and Visibility: Public. Customers cannot see Internal-note messages, Mentions, BlockedSenders, or any masked PII fields beyond their own.
Viewer
Executive read-only. Sees aggregate dashboards and reports without per-Conversation access.
Reports and dashboards
Explore what each report measures and the records behind it.
Channel Volume Trend
Inbound Messages and new Conversations per day / week / month, split by Channel × ChannelAccount × Intent. Drills from a channel-mix view into a specific account's activity to size staffing per channel.
First-Response + Resolution Time by Channel
Median, p75, and p95 minutes to first agent response and to Resolved per Channel × Priority. The core operational-health pair, split by channel because email vs. SMS vs. Twitter expectations differ.
SLA Attainment
% of Conversations meeting FirstResponse and Resolution SLAs, broken out by Channel × Priority × Team × Agent. Drills into every individual breached SLAEvents row for root-cause review.
Sentiment + Intent Mix
Conversation share by Sentiment × Intent, trended weekly. Drills from a negative- sentiment Complaint cluster into the underlying Conversations.
Agent Workload + CSAT-by-proxy
Per-Agent open Conversations, average concurrent load, average resolution time, and the Conversation-level Sentiment improvement (sentiment of last inbound message minus sentiment of first inbound message) as a proxy for agent quality.
Channel Feed Reliability
Per-ChannelAccount inbound-payload volume, last successful ingest time, auth- failed / rate-limited / disabled counts, and outbound send failure rate. The Admin's daily landing report.
Promotion to Ticket Funnel
Inbound Conversations → Resolved-in-Inbox vs. Promoted-to-Ticket, split by Channel and Intent. Highlights which channels and intents consistently need ticket-style case tracking versus which the inbox resolves directly.
One connected workspace
First-Response + Resolution Time by Channellist
Median, p75, and p95 minutes to first agent response and to Resolved per Channel × Priority. The core operational-health pair, split by channel because email vs. SMS vs. Twitter expectations differ.
| Conversation Number | Customer | Primary Channel | Assigned Agent | Resolved At |
|---|---|---|---|---|
| CNV-77905 | CUS-032 | CHN-1178 | DV | 13 Sep |
| CNV-89651 | CUS-181 | CHN-6731 | FT | 14 Sep |
| CNV-59682 | CUS-165 | CHN-2916 | MZ | 17 Sep |
| CNV-52140 | CUS-124 | CHN-9588 | ZA | 17 Sep |
- New
- Open
- Pending
- Snoozed
- Resolved
- Closed
- Quarantined
- ConversationNumber
- CNV-77905
- Customer
- CUS-032
- PrimaryChannel
- CHN-1178
- AssignedAgent
- DV
- ResolvedAt
- 13 Sep
- Resolution
- RSL-814
ownerTeam Lead
Go from the big picture to the details behind it. Open any record to see its status, owner and history.
Illustrative records. Connections follow the authored specification.
