Inbox

(Everything is in a single place, no matter what channel you are using—email, chat, phone, etc.) The Inbox is a centralized place to view, manage, and take action on your customer support conversations across all your channels (email, chat, phone, etc.).

• You will be able to see all your customer support conversations in one place.
• You can take action on your conversations from the Inbox (reply, change status, add notes, share, etc.).

Types of Inboxes:

• Assigned to Me - Any conversation you have with a customer assigned to you.
• Assigned to Copilot - Any conversation that is being handled by the AI.
• Unassigned - Any conversation that is not assigned to you or the AI.
• Everything - All conversations.

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Answer an AI help request

With Team in the loop enabled, the AI can mention you in an internal Inbox note when it needs help. The customer sees the AI’s progress message, while the note and your thread reply stay private.

1. Open the session from the mention notification or find it with the AI needs help tag.
2. Open the help note’s thread and reply with the answer or confirmation the AI needs.
3. The AI follows up with the customer in the same session. If another question joined the note thread, answer the latest request there.

You can also reply directly to the customer. That answers the open help request, and the AI resumes when the customer next writes.

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Reply without taking over

When Team in the loop applies to an AI-assigned session, typing and sending replies keep AI assigned, even if it has not asked for help. Before your first direct reply, a dialog offers:

• Send reply — send your message and keep AI available.
• Take over and send — assign the session to yourself, then send.
• × — close the dialog and keep the draft unsent.

The choice is acknowledged once per member and workspace in that browser. Later replies send without the dialog. To take over at any time, open the AI assignee menu in the session header and choose Take over.

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Review past requests

Filter by the AI needs help tag and include closed sessions to review past requests. Save those filters as a view to return to them later. The tag remains after an answer or takeover, so tagged sessions are a history of requests, not a list of unanswered ones.

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Send and resolve

To reply and resolve an open session in one action, write your reply, open the arrow beside Send, and select Send and resolve. You can also press ⌘⇧Enter on Mac or Ctrl⇧Enter on Windows and Linux. The main Send button and your existing send shortcut continue to send without resolving. If your workspace requires Structured Fields before closing, complete the form first. The form follows the session team’s requirements and includes values already recorded. Choose Send and resolve to continue, or Cancel to keep your draft unsent. The session resolves after the reply succeeds. If the reply fails, the session stays open and your draft remains. If the reply succeeds but resolution fails, use Resolve session in the same menu to retry without sending the reply again. After successful resolution, your preference to open the next assigned session still applies. This action requires permission to update sessions. It is available for replies to open sessions; internal notes and WhatsApp template sending keep their existing behavior.

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Correct session attributes

Use session attribute dropdowns to search a predefined list and correct a contact reason or another session attribute. Link an enum under Settings → Structured Fields, then select a value directly in the session sidebar.

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Personalization

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Views sidebar

Enable Show views in sidebar under Settings → Personalization → Inbox to keep views beside the session list. Search views by name, select a view to open its sessions, and see counts alongside each view. Contact and session attributes remain on the far right with their existing resize and hide controls. Use Create view (+) to build a view, the row’s Actions menu to edit or delete it, and Manage views for saving filters, saving a new view, or reordering personal views. Available actions depend on your permissions. Shared ordering and your workspace’s visibility settings still apply. Workspace admins can enable Show views in sidebar by default under Settings → Workspace → Inbox views. Changing this setting requires permission to edit workspace settings. It starts off and applies to teammates without a saved personal sidebar choice. An existing personal on/off choice is preserved. Your personal choice follows your account across browsers and workspaces and does not affect teammates. To follow the active workspace’s default again, select Use workspace default beside the sidebar switch in Personalization. Changing another personal preference does not stop you from following the workspace default. Smaller windows automatically use the dropdown; widening the window restores the sidebar unless you have hidden it. Press V to search views in either layout. Use Hide views beside the active view name to give the session more space. The same button becomes Show views so you can bring the sidebar back. Your selected view, open session, and unsent reply stay in place. The collapsed state is remembered in this browser without changing your Personalization setting.

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Composer toolbar

Open Settings → Personalization and enable Pin composer toolbar under Inbox to keep formatting and AI Copilot controls above the session composer. In email sessions, the toolbar sits above Cc. It also applies when writing internal comments. This setting is off by default: the toolbar appears when you select text. Your choice is saved for your account across browsers and does not affect teammates. It applies to session replies and comments, not the New Session dialog. Available formatting and delivery behavior remain the same for each channel. Enable Macros button under Inbox to add a macros button to the session composer toolbar. It opens a searchable list of your macros with a preview of the highlighted one; choosing a macro inserts it where your cursor is. While the button is on, macros no longer appear in the / menu. This setting is off by default: macros are inserted from the / menu. Your choice is saved for your account across browsers and does not affect teammates. It applies to session replies and comments, not the New Session dialog.

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Translate messages in your view

Open the session’s More options → Translation → Target language menu to choose which language you read. Under Display style, choose Show translation beneath original content or Only show translation. These settings affect your dashboard view; they do not rewrite stored messages or change outbound translation settings. Translated message bodies preserve paragraphs, line breaks, emphasis, links, lists, and nested quotations. In email sessions, quoted history stays behind ••• in both the message view and the email experience. Expand it to read the history; its original text remains visible while its translation loads. A failed history translation leaves the translated message body visible and labels the history as original. If only the history is translated, only that section is labeled as a translation. If translation is unavailable, the original content remains readable. In the email experience, Only show translation displays one translated email once it is ready, retaining its inline images, layout, and quoted-history control. Show translation beneath original content displays both versions. Attachments remain available below the email; inline images are not repeated as attachments. The original stays visible while translation is loading or unavailable. Text inside image files is not translated.

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FAQ

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Available APIs

Open provides top-of-the-line APIs for developers to build on top of our platform, including inbox APIs.