# Inbox

## General Description

Inbox is a unified, flexible, and modernized space where an operator manages all incoming company chats—whether from a website-embedded widget, social networks, or email. Inbox is designed to give the operator full control and convenience on a single screen.

***

<div align="left"><figure><img src="https://3442820265-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpnyVksmZW86N5iVDiUvg%2Fuploads%2Fn6dzKmCob0n1MAaJDYGQ%2Fimage.png?alt=media&#x26;token=e21fec24-126d-4410-9562-acc1d5667b3a" alt=""><figcaption></figcaption></figure></div>

## Main Sections of the Inbox

<div align="left"><figure><img src="https://3442820265-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpnyVksmZW86N5iVDiUvg%2Fuploads%2FOyoLeUUbUl04qq7KkEua%2Fimage.png?alt=media&#x26;token=7dad3a1f-9eb2-45d5-b05b-58a9a7d12956" alt=""><figcaption></figcaption></figure></div>

#### 👤 You

This section displays only the chats that are specifically assigned to you.\
Here you can:

* Reply to chats assigned to you
* View chat history
* Transfer the chat to another operator
* Manage the chat status

***

#### 🟢 Open

Here you can see all active chats that currently require a response.
\
It is used for quick reactions and managing ongoing communication.

***

#### 📂 All

The **All** section includes:

* All active company chats
* Inactive chats
* Closed conversations

The operator can:

* View any chat
* Open chat details
* Join a conversation if needed

***

#### ✅ Closed

The **Closed** section displays all closed chats.\
Here you can:

* Filter closed chats
* View details of past conversations
* Analyze chat history

***

#### 🚫 Spam

In the **Spam** section, the following are automatically placed:

* Chats from blocked users
* Unwanted or spam messages

This helps the operator keep the Inbox clean and efficient.

***

<figure><img src="https://3442820265-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpnyVksmZW86N5iVDiUvg%2Fuploads%2FYeQmYQlCI0IG9ln65zJT%2Fimage.png?alt=media&#x26;token=b6e59941-10ab-471e-b340-e04b507dc2a4" alt=""><figcaption></figcaption></figure>

## Chat Management from the Inbox

From the central Inbox window, the operator can:

* Send and receive messages in real time
* View the full chat history
* Work on multiple chats simultaneously

Everything happens in one space, without switching between screens.

***

## Multichannel Communication (Omnichannel)

Inbox consolidates messages from:

* Website-embedded chat widgets
* Social networks
* Email

For the operator, it doesn’t matter where the message came from—everything appears in a unified Inbox.

***

<div align="left"><figure><img src="https://3442820265-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpnyVksmZW86N5iVDiUvg%2Fuploads%2FmNSiuzuqbnof4TekEr4S%2Fimage.png?alt=media&#x26;token=1e56badb-a02d-464d-85c5-32978feced6c" alt=""><figcaption></figcaption></figure></div>

## User Detailed Information (Details Panel)

On the right side of the Inbox, the operator can see the full information of the user:

#### **Visitor Data**

* Name
* ID
* Mobile Number
* Location (City, Country)
* Device
* Operating System (OS)
* Browser
* Tags (both user and specific chat tags)

#### **Conversation Info**

* Chat ID
* Status (Open / Closed)
* Chat start time
* Chat end time

#### Notes/Tags

The operator can:

* Add internal Notes/Tags
* Leave comments for other operators

<div align="left"><figure><img src="https://3442820265-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FpnyVksmZW86N5iVDiUvg%2Fuploads%2FRND1zkC7cOqrqBSqcGWc%2Fimage.png?alt=media&#x26;token=04a1f23d-d3c7-4951-bea2-52a6e4cb8264" alt=""><figcaption></figcaption></figure></div>

#### **Conversation History**

* List of previous chats
* Duration of each chat
* Time and status

This helps the operator quickly understand the user’s history and context.

***

#### ✅ **Main Advantages of the Inbox**

* All chats in one place
* Complete context about the user
* Quick response
* Flexible distribution among operators
* Clean and manageable working environment