Team Inbox Glossary

Overview

The Team Inbox provides structured visibility and control over conversations within the organization.

It helps users:

• View assigned chats

• Track mentions

• Monitor chat status

• Analyse conversation metrics

• Filter conversations efficiently

• Manage team-based inbox distribution

This glossary explains each section available inside the Team Inbox.

Inbox Views

My Inbox

Displays conversations assigned to the currently logged-in user.

This ensures personalized ownership and focused conversation management.

Mentions

Displays notes where the logged-in user was mentioned using @username.

These mentions:

• Are internal only

• Are not visible to customers

• Help track follow-up responsibilities

Mentions appear under the Mentions section for easy tracking.

All

Displays all chat conversations across the team.

Features:

• Chronologically sorted by date and time

• Status-wise counts displayed

• Centralized overview of ongoing discussions

Chat Status

Open

When a customer initiates a conversation, it is marked as Open.

This indicates that the conversation is active and awaiting response.

In-Progress

When the organization responds to an open conversation, the status changes to In-Progress.

This indicates that the issue or query is actively being handled.

Closed

When a conversation is resolved, it can be marked as Closed manually or automatically.

Closing a chat helps:

• Track resolution time

• Analyze support performance

Status Filtering

From the All dropdown:

• View all chats with status labels

• Filter by Open, In-Progress, or Closed

• View count for each status

This enables faster conversation management.

Bot

Displays conversations assigned to specific bots.

This allows users to:

• Identify bot-assigned chats

• Monitor bot-handled conversations

Unread

Displays conversations initiated by customers that have not yet been responded to.

Unread chats:

• Are categorised as Open

• Appear in the Unread section for quick access

Analytics

The Analytics section provides conversation insights.

Available metrics include:

• Total conversations

• Responded conversations

• Resolved conversations

• Average resolution time

• Customer waiting time

Use the Day Filter at the top-right corner to analyze:

• Overview data

• User response data

• Bot response data

This helps monitor performance and improve response handling.

Team Filter

Displays teams created in settings to organize conversations.

Helps streamline team-based conversation management.

My Team

If the logged-in user belongs to a team, that team name appears under My Team.

This allows quick access to team-specific conversations.

Other Teams

If the user does not belong to a specific team but teams exist in the organization:

• Other teams will be displayed.

• Conversations from those teams can be accessed

This supports cross-team visibility.

Private & Public Filters

Filters allow users to segment conversations based on specific criteria.

Filters can be created using:

• Inbox status

• Tags

• Assignee

• Labels

Filter Limits

• Maximum 3 parameters for customer-defined filters

• Maximum 5 saved filters per type

Private Filters

• Accessible only to the logged-in user

• Stored privately in the system

Public Filters

• Accessible to other users

• Stored for shared use within the organization

Inbox Distribution

Inbox

Messages are assigned to team members based on team configuration.

Assignments can be:

• Round robin

• Manual team allocation

This ensures structured distribution of conversations.

Unassigned

Displays conversations not yet assigned to any team member.

These appear under the respective team name.

Owners or admins are responsible for assigning them appropriately.