Team Inbox & Conversation Management

The Team Inbox in OwnChat allows you to manage all customer conversations, track team performance, and organize communication efficiently through filters, analytics, and custom views.

1. Accessing Team Inbox

Follow the steps below to access the messaging interface:

1. Click the Chat icon in the left sidebar

2. Open Team Inbox to view and manage all team conversations

2. Understanding Inbox Sections

My Inbox

• View all incoming messages

• Track total message count

• Manage assigned conversations

Conversation Filters

You can filter conversations using the dropdown:

• All – View all conversations

• Open – Conversations awaiting response

• In Progress – Ongoing conversations

• Closed – Completed conversation

• Unread – Messages not yet viewed

• Bot – Bot-handled conversations

Mentions

• View messages where you are tagged

• Use filters to refine mentions:

  • All – All mentions across workspace

3. Conversation Filtering & Status Management

Status-Based Filtering

Click the dropdown filter

Select:

• All

• Open

• In Progress

• Closed

Advanced Filtering

Use Status Filter dropdown to refine results

• Combine filters with:

• Date

• User

• Tags

4. Analytics Dashboard

Click Analytics to view performance insights.

Key Insights Available

• Conversation metrics overview

• Team performance tracking

• Response time analysis

• Chat activity monitoring

Data Table

• User Response Data shows individual performance

Date Filtering

1. Click Today dropdown

2. Select:

• Today

• Current Week

• Last Month

5. Conversation View & History

Viewing Conversations

1. Click Conversation

2. Select All Conversation tab

3. Apply filters if needed

Filtering Options

• Status (Open / Closed)

• Date range

• User-specific responses

Viewing History

1. Click the History icon

2. View complete conversation records

Opening Chat

1. Click the Chat icon

2. View customer chat screen

3. Check customer status column

6. Conversation Grouping & Details

Group Conversations

• Click Conversation Group tab

• Select a user (e.g., Swathi)

View Details

1. Click View Conversation

2. Review message history

   Close Panel

   • Click overlay area to close user details panel

7. Bulk Actions on Conversations

Select Conversations

• Use checkbox to select users

Available Actions

• Update assignee

Change status using Update Status

8. Date & Status Filtering (Advanced)

Date Filter

1. Click date dropdown

2. Select required range

Status Filter

• Open

• In Progress

• Closed

9. Team-Based Inbox Navigation

My Team

• View team conversations

• Collaborate internally

Team Selection

• Marketing Team → View conversations

• Developer Team → Access team inbox

Inbox View

• View unassigned conversations

• Manage incoming messages

Private & Public Views

Private Section

• Manage personal conversations

Create Private View

1. Click + icon

2. Enter view name

3. Click Add Filter

4. Apply filters:

• Inbox Status

• Tags (e.g., Interested)

1. Click Save View

Delete Private View

1. Select view

2. Click Delete

3. Confirm with Yes

Public Section

• Access shared team views

Create Public View

1. Click + icon

2. Enter view name

1. Click Add Filter

2. Select:

• Tags

• Filter type

1. Click Save View

Delete Public View

1. Click ellipsis (⋯)

2. Select Delete

3. Confirm with Yes

11. Additional Controls

View Toggle

• Switch between:

• Table View

• Chat View

Conversation Actions

• Access more options using ellipsis menu (⋯)

• Delete conversations if required

Summary

The Team Inbox enables you to:

• Manage all customer conversations centrally

• Filter conversations by status, date, and user

• Monitor team performance through analytics

• Organize chats using private and public views

• Perform bulk actions efficiently

Track complete conversation history